Spanish Customer Service Representative (Tolling)

About the role

MCI is seeking Spanish Customer Service Representatives to join our team. This role involves handling inbound and outbound calls, researching internal systems, processing payments, and guiding customers through various procedures.

Responsibilities

• Handle inbound and outbound calls in a courteous, timely, and professional manner.
• Listen actively to understand customer needs and provide effective solutions.
• Research internal systems to locate missing information and coordinate with other departments as needed.
• Process payments and manage account-related tasks using company systems.
• Accurately document customer interactions and claims.
• Follow scripts, policies, and procedures to ensure compliance and consistency.
• Use training and knowledge bases to answer customer questions confidently.
• Escalate unresolved issues to supervisors or appropriate teams.
• Ensure first-call resolution through effective troubleshooting and communication.
• Stay current with training materials, system updates, and product knowledge.
• Maintain confidentiality and protect customer data.
• Meet attendance and scheduling expectations.

Qualifications

• Must be 18 years or older.
• High school diploma or equivalent.
• 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.
• Ability 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.

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 & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, 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 will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. 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

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment.

Diversity and Equality

MCI and its subsidiaries embrace diversity and believe it is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.