Remote Bilingual Call Center Representative | Spanish-English

Mci World • Sugar Land, TX

255d • Remote

About The Position

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are looking for full-time bilingual call center representatives to support projects for a wide variety of clients. In this role, you will troubleshoot basic technical issues, build strong relationships with customers, fact-find to identify needs while recognizing opportunities to upsell new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction. 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

• High School Diploma/GED
• Experience with data-entry utilizing a computer
• Bilingual proficiency required: fluent in English and Spanish
• Have a wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Highly reliable with the ability to maintain regular attendance and punctuality
• 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)
• 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

Nice To Haves

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment

Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• 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
• Ensure first call resolution through problem 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

Benefits

• Paid Time Off: Earn PTO and paid holidays
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes
• Health Benefits: Comprehensive medical, dental, and vision coverage after 90 days of employment
• Retirement Savings: Secure your future with retirement savings programs
• Disability Insurance: Short- and long-term disability coverage available
• Life Insurance: Access life insurance options
• Career Growth: Significant advancement opportunities
• Paid Training: Learn new skills while earning a paycheck
• Fun, Engaging Work Environment: Team-oriented culture
• Casual Dress Code: Comfortable work attire

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: High school or GED