Spanish Customer Service Representative

About the role

MCI is seeking Spanish Customer Service Representatives to join our Wichita-based team. This role involves handling inbound and outbound calls, assisting customers with inquiries, payment processing, and dispute resolution, while ensuring a smooth and professional experience.

Responsibilities

• Handle inbound and outbound calls with courtesy, professionalism, and efficiency.
• Listen actively to understand customer needs and provide accurate solutions.
• Research internal systems to locate missing information and coordinate with other departments as needed.
• Follow client-specific processes, scripts, and compliance guidelines.
• Use technology platforms to manage accounts and document customer interactions.
• Escalate unresolved issues to supervisors or appropriate teams.
• Ensure first-call resolution through effective problem-solving and communication.
• Stay current with training materials, system updates, and program knowledge.
• Maintain confidentiality and protect customer data.
• Meet attendance and scheduling expectations.

Qualifications

• Must be 18 years or older.
• High school diploma or equivalent.
• Fluent in English and Spanish.
• Strong written and verbal communication skills.
• Typing speed of 20+ WPM with accuracy.
• Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Familiarity with Windows operating systems and ability to learn new tools.
• Reliable and punctual with a strong work ethic.
• Ability to troubleshoot, resolve conflicts, and follow up on customer issues.
• Customer-first mindset: empathetic, patient, and responsive.
• Able to multitask, self-manage, and adapt to change.
• Team-oriented with excellent interpersonal skills.
• Preferred 1+ year of experience in customer service, technical support, inside sales, chat, or administrative roles.
• Experience in state or federal work environments.

About MCI (Parent Company)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.