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. You will handle inbound inquiries, troubleshoot basic technical issues, and assist callers with product and process related inquiries.

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
• 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
• 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

Requirements

• 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

Qualifications

• 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

Skills

• Excellent communication skills
• Willingness to learn on the job
• High reliability

Benefits

• On-the-job paid training
• Compensation is commensurate with experience

Pay

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.

Schedule

Schedules vary by site and program.

Application Instructions

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.