Remote Bilingual Call Center Representative

MCI; United States; On-site; USD 30,000 - 45,000; Full time

Job summary

MCI is looking for Remote Bilingual Call Center Representatives to join their customer support team. This role is perfect for individuals who enjoy helping others and thrive in a fast-paced environment. Responsibilities include answering inbound calls, resolving customer issues, and documenting interactions in the CRM. Ideal candidates should be 18+, have a high school diploma, and possess excellent communication skills in English and Spanish. A reliable internet connection and quiet workspace are essential.

Qualifications

• 18 years or older.
• 1+ year of experience in a call center or customer service role.
• Proficient with computers.

Responsibilities

• Answer inbound calls and respond to customer inquiries.
• Resolve customer issues efficiently.
• Document all interactions accurately in the CRM system.

Skills

Customer service skills

Multitasking

Communication (verbal and written)

Bilingual (English and Spanish)

Education

High school diploma/GED

Tools

Customer service software

Job description

Overview

Remote Work-at-Home

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

Remote Bilingual Call Center Representatives are wanted to join our customer support team. This role is perfect for individuals who are passionate about helping others, enjoy working from home, and thrive in a fast-paced environment. You’ll be the first point of contact for our customers, providing exceptional service and support.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

• Answer inbound calls and respond to customer inquiries in a professional manner.
• Resolve customer issues efficiently while maintaining a positive attitude.
• Document all interactions accurately in the CRM system.
• Follow communication scripts and standard operating procedures.
• Escalate complex issues to the appropriate department when necessary.
• Meet or exceed performance metrics including call quality, response time, and customer satisfaction.

Qualifications

• Must be 18 years or older
• High school diploma/GED
• 1+ year of experience in a call center or customer service role
• Excellent verbal and written communication skills
• Ability to multitask and manage time effectively in a remote setting
• Proficient with computers and customer service software
• Reliable internet connection and a quiet home workspace
• Fluent in English and Spanish

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. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine\'s List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

Conditions of Employment

• All MCI Locations – 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. (Does not apply in Canada)

Physical Requirements

This job operates in a professional office environment. 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 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. If reasonable accommodations are needed, please contact Human Resources.

Diversity and Equality

At MCI and its subsidiaries, we embrace differences and believe diversity 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. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. It is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.