Bilingual Customer Service Representative (FULL-TIME)

MCI Careers•Savannah, GA

21h•Onsite

About The Position

MCI is seeking enthusiastic, Bilingual Customer Service Representatives who are fluent in both English and Spanish to join their team. In this role, you will provide exceptional customer support across a variety of inbound service programs, assisting customers with product and service inquiries, troubleshooting basic technical issues, managing account-related requests, and identifying opportunities to recommend additional products and services. As the first point of contact for our clients' customers, you will build lasting relationships by delivering professional, efficient, and empathetic service with every interaction. This is a full-time, entry-level, on-site position with schedules that vary depending on the client program. Previous contact center experience is not required. We welcome candidates with customer-facing experience in retail, hospitality, restaurants, or other service industries who are passionate about helping others and eager to grow their careers. MCI provides comprehensive, industry-leading training to ensure your success and offers excellent opportunities for career advancement into roles such as Supervisor, Trainer, Quality Assurance, and Operations Management. To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Requirements

Must be at least 18 years of age.
High school diploma or equivalent.
Fluent in both English and Spanish, with excellent verbal and written communication skills.
Experience using computers for data entry and customer support activities.
Ability to type accurately at a minimum of 20 words per minute.
Reliable wired high-speed internet connection (minimum download speed of 20 Mbps) for work-from-home programs where applicable.
Strong organizational, communication, and time management skills.
Basic proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
Comfortable working with Windows-based applications and learning new software systems.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent conflict resolution and interpersonal skills.
Customer-focused with empathy, patience, professionalism, and a genuine passion for helping others.
Ability to multitask, remain organized, and work independently in a fast-paced environment.
Dependable with excellent attendance and punctuality.
Strong team player who thrives in a collaborative environment.
Ability to work scheduled shifts, including the required training period.
Must be authorized to work in the country where the job is based.
Subject to the program and location of the position
Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Nice To Haves

One year of experience in customer service, technical support, inside sales, back-office operations, live chat, administrative support, or a contact centre environment.
Previous experience supporting state or federal government programs is advantageous but not required.
Experience in retail, hospitality, food service, or other customer-facing roles is highly valued.

Responsibilities

Handle inbound and outbound customer interactions in a courteous, timely, and professional manner.
Deliver outstanding customer service in both English and Spanish.
Listen carefully to customers, identify their needs, and provide effective solutions.
Troubleshoot basic technical issues and assist customers with products, services, billing, and account-related inquiries.
Build strong customer relationships through professional and empathetic communication.
Identify opportunities to recommend additional products and services when appropriate.
Utilize company systems and technology to manage customer accounts and complete account-related tasks.
Accurately document customer interactions, requests, and claims in company systems.
Follow all client-specific processes, scripts, policies, and compliance requirements.
Use available knowledge bases and training resources to provide accurate information.
Protect confidential and personal customer information in accordance with company policies.
Escalate complex customer concerns to the appropriate department or management team when necessary.
Strive to achieve first-contact resolution through effective problem-solving and communication.
Participate in ongoing training sessions, team meetings, and coaching opportunities to remain current on products, systems, and processes.
Meet established quality, productivity, attendance, and schedule adherence expectations.