Bilingual Customer Service Representative (FULL-TIME)

About the role

MCI is seeking enthusiastic, bilingual Customer Service Representatives who are fluent in both English and Spanish. This is a full-time, entry-level, on-site position with flexible schedules.

Responsibilities

• Handle inbound and outbound customer interactions in a courteous, timely, and professional manner.
• Deliver outstanding customer service in both English and Spanish.
• Listen carefully to customers, identify their needs, and provide effective solutions.
• Troubleshoot basic technical issues and assist customers with products, services, billing, and account-related inquiries.
• Build strong customer relationships through professional and empathetic communication.
• Identify opportunities to recommend additional products and services when appropriate.
• Utilize company systems and technology to manage customer accounts and complete account-related tasks.
• Accurately document customer interactions, requests, and claims in company systems.
• Follow all client-specific processes, scripts, policies, and compliance requirements.
• Use available knowledge bases and training resources to provide accurate information.
• Protect confidential and personal customer information in accordance with company policies.
• Escalate complex customer concerns to the appropriate department or management team when necessary.
• Strive to achieve first-contact resolution through effective problem-solving and communication.
• Participate in ongoing training sessions, team meetings, and coaching opportunities to remain current on products, systems, and processes.
• Meet established quality, productivity, attendance, and schedule adherence expectations.

Qualifications

• Must be at least 18 years of age.
• High school diploma or equivalent.
• Fluent in both English and Spanish, with excellent verbal and written communication skills.
• Experience using computers for data entry and customer support activities.
• Ability to type accurately at a minimum of 20 words per minute.
• Reliable wired high-speed internet connection (minimum download speed of 20 Mbps) for work-from-home programs where applicable.
• Strong organizational, communication, and time management skills.
• Basic proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
• Comfortable working with Windows-based applications and learning new software systems.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent conflict resolution and interpersonal skills.
• Customer-focused with empathy, patience, professionalism, and a genuine passion for helping others.
• Ability to multitask, remain organized, and work independently in a fast-paced environment.
• Dependable with excellent attendance and punctuality.
• Strong team player who thrives in a collaborative environment.
• Ability to work scheduled shifts, including the required training period.
• Preferred: One year of experience in customer service, technical support, inside sales, back-office operations, live chat, administrative support, or a contact centre environment. Previous experience supporting state or federal government programs is advantageous but not required. Experience in retail, hospitality, food service, or other customer-facing roles is highly valued.

Benefits

We provide comprehensive, industry-leading training to ensure your success and offer excellent opportunities for career advancement into roles such as Supervisor, Trainer, Quality Assurance, and Operations Management.

Pay

Compensation is commensurate with experience.

Schedule

Schedules vary depending on the client program.

Conditions of Employment

• All MCI Locations Must be authorized to work in the country where the job is based.
• Subject to the program and location of the position.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
• Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.
• Job offers are contingent on drug screening results.

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment.

Diversity and Equality

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.