Representantes Bilingues en Ingles y Espanol Call Center (Full-Time)

About the role

MCI is seeking Customer Service Representatives to support inbound customer service, help desk, technical support, and back-office processing representatives for commercial and public sector support positions. This is an entry-level position that offers on-the-job paid training.

Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• Accurately document and process customer claims in appropriate systems
• Utilize systems and technology to complete account management tasks
• 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
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• Ensure first call resolution through problems solving and effective call handling
• Attend meetings and training and review all new training material to stay up to date on changes to 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
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• 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)
• The 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
• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
• State or Federal work experience

Benefits

Compensation is commensurate with experience and while prior contact center experience isn’t required, experience in customer service, tech support, inside sales or back-office support is a plus. Conditions of Employment include authorization to work in the country where the job is based, submission to a background and/or security investigation with a fingerprint, willingness to submit to drug screening, and adherence to attendance and work schedule requirements. Compensation details include starting compensation based on experience and a variety of benefits and incentives to support and reward employees, such as health benefits, retirement savings, disability insurance, life insurance, supplemental insurance, career growth, paid training, and a fun, engaging work environment. Physical requirements include sitting/standing for long periods while using a computer and telephone headset, operating a computer and other office equipment, reaching in any direction, raising or lowering objects, moving objects from place to place, holding onto objects, and moving or exerting force up to forty (40) pounds. Reasonable accommodations are provided when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. Diversity and equality are emphasized at MCI, ensuring a work environment free from discrimination and promoting a diverse and equal-opportunity work environment.