Remote Bilingual Call Center Representative | Spanish-English

About the role

MCI is a tech-enabled business services company with a strong call center presence. We provide CX, BPO, and XaaS solutions across various industries. This role involves handling calls, managing accounts, and providing technical support.

Responsibilities

• Handle inbound and outbound calls professionally, empathetically, and efficiently.
• Listen actively to understand customer needs and provide accurate solutions.
• Use internal systems to manage accounts, process claims, and update records.
• Follow scripts and procedures to ensure compliance and consistency.
• Escalate complex issues to supervisors when necessary.
• Maintain confidentiality and protect customer data.
• Stay current with training materials, system updates, and product knowledge.
• Meet performance goals including first-call resolution and customer satisfaction.

Qualifications

• High school diploma or GED.
• Fluency in English and Spanish (spoken and written).
• Strong typing skills (20+ WPM) and data entry experience.
• Excellent communication, organization, and problem-solving abilities.
• Ability to work scheduled shifts, including weekends and holidays.
• Basic knowledge of Microsoft Office Suite and Windows applications.
• Reliable internet connection (20Mbps+ download speed) for remote roles.
• Customer-first mindset: empathetic, patient, and solution-oriented.
• Ability to multitask, self-manage, and thrive in a dynamic environment.
• Team-oriented with strong interpersonal skills.

About MCI (Parent Company)

MCI helps customers with CX and DX challenges, offering a variety of services including BPO, staffing, and IT services. It has a global presence and is known for its fast growth and innovative solutions.

Compensation Details

Starting compensation is based on experience, and benefits include health insurance, retirement savings, and a variety of incentives and rewards.

Physical Requirements

The job operates in a professional office environment. Employees will sit/stand for long periods, operate computers, and use office equipment. They may occasionally move around the office and lift up to 40 pounds.

Reasonable Accommodation

MCI provides reasonable accommodations for qualified applicants and employees with disabilities unless such accommodations would cause undue hardship.

Diversity and Equality

MCI values diversity and equality. It adheres to non-discrimination policies and provides reasonable accommodations for qualified individuals with disabilities.