Remote Bilingual Customer Support Specialist (EN/ES)

MCI; Los Angeles (CA); Remote; USD 36,000 - 60,000; Full time

Benefits offered by this job

Paid Training

Casual Dress Code

Career Growth Opportunities

Job summary

MCI is seeking a Remote Work-at-Home Customer Support specialist to handle inquiries, resolve issues, and upsell services from a home office across the United States. You will work in a fast-paced environment delivering exceptional CX, requiring English and Spanish fluency and strong communication skills.

The role emphasizes first-call resolution, documentation in systems, adherence to scripts, and collaboration with teams to ensure customer satisfaction while maintaining reliable attendance and

Qualifications

• Must be 18 years or older.
• Fluent in English and Spanish.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Typing speed of 20+ words per minute.
• Basic knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook).
• Basic understanding of Windows operating system.
• Reliable with 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).
• Ability to multi-task, stay focused, and self-manage.
• Strong team orientation and customer focus.
• Thrive in a fast-paced environment with change and ambiguity.
• Excellent interpersonal skills and ability to build relationships.

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; coordinate with other departments to resolve issues when needed.
• Accurately document and process customer claims in appropriate systems.
• Utilize knowledge base and training to accurately answer customer questions while following scripts, policies, and procedures.
• Comply with requirements surrounding confidential information and personal information.
• Escalate customer issues to the appropriate staff and managerial for resolution as needed.
• 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.

Skills

Bilingual English/Spanish

Communication skills

Typing 20+ wpm

Microsoft Office

Windows OS

Reliability & attendance

Problem solving

Conflict resolution

Multitasking

Team orientation

Customer focus

Adaptability to fast-paced environment

Interpersonal skills

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

MCI is seeking a Remote Work-at-Home Customer Support specialist to handle inquiries, resolve issues, and upsell services from a home office across the United States. You will work in a fast-paced environment delivering exceptional CX, requiring English and Spanish fluency and strong communication skills.

The role emphasizes first-call resolution, documentation in systems, adherence to scripts, and collaboration with teams to ensure customer satisfaction while maintaining reliable attendance and