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Jobs · Customer Service · New Mexico

BILINGUAL SPANISH CALL CENTER REPRESENTATIVE (Full-Time & Part-Time)

MCI · Las Cruces, NM · 24 mo ago
Customer ServiceFull-time

About the role

We are seeking full-time and part-time bilingual customer service representatives to support inbound projects for a variety of clients. The role involves troubleshooting basic technical issues, building strong relationships with customers, and identifying needs to upsell new products and services. Candidates should be natural problem solvers with a focus on excellent customer service and satisfaction.

Responsibilities

  • Handle inbound and outbound contacts in a courteous, timely, and professional manner
  • Listen to customers, understand their needs, and resolve customer issues
  • Utilize systems and technology to complete account management tasks
  • Accurately document and process customer claims in appropriate systems
  • Follow all required scripts, policies, and procedures
  • Utilize knowledge base and training to accurately answer customer questions
  • Comply with requirements surrounding confidential information and personal information
  • Appropriately escalate customer issues with the managerial team
  • Ensure first call resolution through problems solving and effective call handling
  • Attend meetings and training and review all new training material to stay updated on program knowledge, systems, and processes
  • Adhere to all attendance and work schedule requirements

Qualifications

  • Must be 18 years of age or older
  • High school diploma or equivalent
  • Experience with data-entry utilizing a computer
  • The ability to read and speak English and Spanish fluently
  • A wired, high-speed internet connection (Download speed of 20Mbps+) (If working for a work-at-home project)
  • Excellent organizational, written, and oral communication skills
  • The ability to type swiftly and accurately (20+ words a minute)
  • Ability to work regularly scheduled shifts within our hours of operation including the training period
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
  • Highly reliable with the ability to maintain regular attendance and punctuality
  • The ability to evaluate, troubleshoot, and follow-up on customer issues
  • An aptitude for conflict resolution, problem solving, and negotiation
  • Must be customer service oriented (empathetic, responsive, patient, and conscientious)
  • Ability to multi-task, stay focused, and self-manage
  • Strong team orientation and customer focus
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
  • Excellent interpersonal skills and the ability to build relationships with your team and customers

Skills

  • Natural problem solver
  • Excellent customer service skills
  • Confident and fully engaged
  • Team player
  • Dedicated to a positive and enthusiastic outlook

Benefits

This is an on-site, entry-level position with flexible schedules. MCI provides all new employees with world-class training and offers a variety of benefits and incentives to support and reward our team members. These include:

  • Paid Time Off
  • Incentives & Rewards
  • Health Benefits
  • Retirement Savings
  • Disability Insurance
  • Life Insurance
  • Supplemental Insurance
  • Career Growth
  • Paid Training
  • Fun, Engaging Work Environment
  • Casual Dress Code

Pay

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Schedule

Schedules vary by site and project; however, we can usually find something that works for everyone.

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