Time Bilingual Spanish Call Center Representative

About the Role

MCI is a tech-enabled business services company delivering Customer Experience (CX), Business Process Outsourcing (BPO), and technology solutions. We are seeking enthusiastic Bilingual Spanish Call Center Representatives fluent in both English and Spanish for a full-time, on-site position. You will provide exceptional customer support across inbound service programs, assist with inquiries, troubleshoot basic technical issues, manage account requests, and identify opportunities to recommend additional products and services. This role is the first point of contact for clients' customers, focusing on building relationships through professional, efficient, and empathetic service. Comprehensive training and opportunities for career advancement are provided.

Key Responsibilities

• Handle inbound and outbound customer interactions courteously, promptly, and professionally.
• Deliver outstanding customer service in both English and Spanish.
• Listen to customers, identify needs, and provide effective solutions.
• Troubleshoot basic technical issues.
• 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.
• Utilize company systems and technology to manage customer accounts and complete tasks.
• Accurately document customer interactions, requests, and claims.
• Follow all client-specific processes, scripts, policies, and compliance requirements.
• Use knowledge bases and training resources for accurate information.
• Protect confidential and personal customer information.
• Escalate complex customer concerns to the appropriate department or management.
• Strive for first-contact resolution through effective problem-solving.
• Participate in ongoing training, team meetings, and coaching opportunities.
• Meet established quality, productivity, attendance, and schedule adherence expectations.

Requirements & Tech Stack

• Fluent in 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.
• Strong organizational, communication, and time management skills.
• Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, 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, and professionalism.
• Ability to multitask, remain organized, and work independently in a fast-paced environment.
• Dependable with excellent attendance and punctuality.
• Strong team player.
• Ability to work scheduled shifts, including training.

Qualifications

• Must be at least 18 years of age.
• High school diploma or equivalent.
• Preferred: One year of experience in customer service, technical support, inside sales, back-office operations, live chat, administrative support, or a contact center environment.
• Preferred: Previous experience supporting state or federal government programs.
• Highly valued: Experience in retail, hospitality, food service, or other customer-facing roles.
• For remote work programs (where applicable): Reliable wired high-speed internet connection (minimum download speed of 20 Mbps).

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in the country where the job is based.
• Subject to program and location: May require submission to a LEVEL II background and/or security investigation with fingerprint.
• Subject to program and location: May require submission to drug screening.