Professional Bilingual Call Center Representative

MCI is a leading business process outsourcing company that specializes in delivering tailored solutions to meet the diverse needs of clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking a highly skilled and motivated bilingual call center associate to join our team and provide outstanding support to clients. The successful candidate will attend to inbound and outbound calls, and provide support through various channels like phone, email, chat services. Must be customer service oriented (empathetic, responsive, patient, and conscientious)

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.

• Receive inbound and outbound calls in a courteous, timely, and professional manner
• Listen, understand client needs, and resolve any concerns
• 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 tasks
• Follow all required scripts, policies, and procedures
• Utilize knowledge base and training to accurately answer client requests.
• Comply with requirements surrounding confidential information and personal information
• Appropriately escalate client concerns 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
• Attend to other essential duties related to the position to meet the ongoing needs of the company.

The ideal candidate should possess the following skills and qualifications:

• Must be 18 years of age or older
• High school diploma or equivalent
• The ability to read and speak fluent Spanish and English
• 6 months voice, email, and chat support call center experience as a Spanish Agent
• Excellent organizational, written, and oral communication skills
• Familiarity with a computer, Windows PC applications and ability to learn new and complex computer system applications
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• The ability to type swiftly and accurately (40+ words a minute with 95% accuracy)
• Grammar Assessment passing score > 85%
• Excellent comprehension skills score > 90%
• Knowledge of CRM platforms will be advantageous
• The ability to evaluate, troubleshoot, and follow-up on client issues
• An aptitude for conflict resolution, problem solving and negotiation
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and client focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationshipswith your team and clients
• Highly reliable with the ability to maintain regular attendance and punctuality
• Flexibility to work in shifts, including weekends and holidays

Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• HMO
• Full salary pay upon training
• Free meal during training
• Medical / Dental Coverage
• Career Growth and Learning
• Allowances (Rice, Clothing, Laundry, Meal)
• For permanent position with full Government-Mandated Employee Benefits
• Performance & Loyalty Bonus
• Frequent disinfection, fogging of work place
• Opportunities for Growth & Promotion
• Employee shuttle services
• Company retreats and off-site events
• Meeting awesome people / honing your social skills / make new friends
• Plus more in-office rewards, raffles, recognition gifts, treats

This job operates in a professional office environment. While performing the duties of this job, 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 will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. 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.

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. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.