Remote Bilingual Call Center Representative | Spanish-English

About the role

MCI is a tech-enabled business services company with a strong call center presence and operations in multiple countries. We provide Customer Experience, Business Process Outsourcing, and Anything-as-a-Service 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.
• 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 business process outsourcing, staff augmentation, contact center customer services, and IT Services needs. It has subsidiaries in various countries and provides a range of services including contact center solutions, software, staffing, and managed services.

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 paid time off, incentives, health benefits, retirement savings, disability insurance, life insurance, supplemental insurance, career growth, and paid training.

Physical Requirements

This 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

The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Diversity and Equality

MCI and its subsidiaries embrace diversity and believe it benefits our employees, company, customers, and community. We maintain a work environment free from discrimination and adhere to these principles in all aspects of employment.