Spanish Customer Service Representative (Tolling)

Mass Markets; Tampa (FL); On-site; USD 10,000 - 60,000; Full time

Job summary

A dynamic and engaging company is seeking bilingual customer service representatives to join their team in Tampa. This entry-level position offers a fantastic opportunity to support inbound inquiries and assist customers with their needs. With a focus on problem-solving and customer satisfaction, you'll be part of a vibrant work environment that values your contributions. Enjoy paid training, multiple advancement opportunities, and an array of benefits including medical coverage and paid time off. If you're motivated, energetic, and ready to thrive in a fast-paced setting, this role could be the perfect fit for you!

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

Qualifications

• Must be 18 years or older and have a high school diploma.
• Excellent communication and organizational skills are essential.

Responsibilities

• Handle inbound and outbound customer contacts professionally.
• Resolve customer issues and ensure a best-in-class experience.

Skills

Customer Service

Communication Skills

Problem-Solving

Conflict Resolution

Multi-tasking

Organizational Skills

Education

High School Diploma or Equivalent

Tools

Microsoft Office Suite

Windows Operating System

Job description

POSITION OVERVIEW

BILINGUAL CALL CENTER REPRESENTATIVE SUPPORTING TOLLING OPERATIONS

We are looking for bilingual customer service representatives in the Miami, FL area to support inbound customer service. In this role, you will handle inbound inquiries, troubleshoot customer disputes, process payments, and assist callers with process-related inquiries professionally.

This is an entry-level, on-site position located at our Tampa ValorVIP (MCI Company) office.

Compensation is commensurate with experience and while prior contact center experience isn’t required, experience in customer service, tech support, inside sales, or back-office support is a plus. Training is paid and the position offers multiple advancement opportunities, incentives, and full benefits as well as Daily & Weekly Pay Outs. Candidates should be highly reliable, have great communication skills, and be willing to constantly learn on the job.

SALARY

$15.00 - $19.00 / hour

POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

This position supports customer service, technical support, and customer sales interactions. This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

Essential Duties

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• 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 problems 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

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT?

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The 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
• The 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 is prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred (Not Required)

• 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

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.

JUST A FEW OF THE 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

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, employees will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. Employees will be regularly required to operate computers and other office equipment, including a phone, copier, and printer. Employees 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.

Our office is located on the 21st floor, and while elevators are available and reliable, it is possible that employees may need to use the stairs to exit the building in case of an emergency.

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in their country of residence (The United States or Canada)
• 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.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources, [e-mail].

EQUAL OPPORTUNITY EMPLOYER

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.