Remote Bilingual Customer Service Representative

$35,360 - $37,440/Yr

Mci World

Full-time - Entry Level

Remote

5,001-10,000 employees

Administrative and Support Services

About the position

The position at MCI involves supporting customer service, technical support, and customer sales interactions. The role requires engaging with hundreds of customers weekly to resolve support issues, sell products and services, and ensure a high-quality customer experience. Candidates must be confident team players who bring a positive attitude to their work and are willing to undergo training to excel in their roles.

Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problem solving and effective call handling
• Research systems to find missing information and coordinate with other departments to resolve issues
• Accurately document and process customer claims in appropriate systems
• Utilize knowledge base and training to accurately answer customer questions while following required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to appropriate staff and management for resolution
• Attend meetings and training to stay up-to-date on 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
• Fluent in both English and Spanish
• Excellent organizational, written, and oral communication skills
• 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
• Ability to evaluate, troubleshoot, and follow-up on customer issues
• Aptitude for conflict resolution, problem-solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• Ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with 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
• State or Federal work experience

Benefits

• Medical, Dental, and Vision Coverage Options
• Paid Time-Off
• Regular Raises
• Advancement Opportunity
• Fun, Engaging Work Environment
• Casual Dress Code
• Cash and Prize Contests