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.
• Fluent 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.
• Able to multitask, self-manage, and thrive in a dynamic environment.
• Team-oriented with strong interpersonal skills.

Preferred

• 1+ year of experience in customer service, technical support, inside sales, chat, or administrative roles in a contact center.

About MCI (Parent Company)

MCI helps customers with CX and DX challenges, offering a range of services including BPO, staffing, and IT services. It is a diverse company with 10,000+ employees and 150+ diverse North American client partners.

Compensation Details

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. These include health benefits, retirement savings, disability insurance, life insurance, supplemental insurance, paid training, and fun, engaging work environment.

Physical Requirements

The job operates in a professional office environment. 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 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

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

Diversity and Equality

MCI maintains a work environment free from discrimination and believes diversity benefits the company, employees, customers, and community. We adhere to principles of equal opportunity and non-discrimination in all aspects of employment.