MassMarkets
Remote Bilingual Call Center Representative - Spanish-English
MassMarkets, Mission, Texas, United States, 78512
Overview
Remote Bilingual Call Center Representative - Spanish-English. We are looking for full-time bilingual call center representatives to support projects for a wide variety of clients. In this role, you will troubleshoot basic technical issues, build strong relationships with customers, fact-find to identify needs while recognizing opportunities to upsell new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction. Location: Remote Work-at-Home. Responsibilities
Handle inbound and outbound contacts in a courteous, timely, and professional manner Listen to customers, understand their needs, and resolve customer issues Bilingual proficiency required: fluent in English and Spanish 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 problem 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 Participate in pre-employment steps as part of the application process (complete a full application on the company careers page, including screening questions and a brief pre-employment test) Qualifications
High School Diploma/GED Experience with data-entry utilizing a computer The ability to read and speak English and Spanish fluently Have a wired, high-speed internet connection (Download speed of 20Mbps+) if working from home Excellent organizational, written, and oral communication skills The ability to type swiftly and accurately (20+ words per minute) Ability to work regularly scheduled shifts within our hours of operation including the training period Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications 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 are 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 Conditions of Employment
Must be authorized to work in the country where the job is based 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. Compensation & Benefits
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Benefits
Paid Time Off: Earn PTO and paid holidays Incentives & Rewards: Contests with cash bonuses and prizes Health Benefits: Medical, dental, and vision coverage after 60 days for full-time employees; MEC medical plans after 30 days for all employees (varies by location) Retirement Savings: Retirement savings programs where available Disability Insurance: Short-term disability coverage Life Insurance: Life insurance options Supplemental Insurance: Accident and critical illness insurance Career Growth: Focus on internal promotions Paid Training: Learn new skills while earning a paycheck Casual Dress Code About MCI
MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI provides BPO, staff augmentation, contact center customer services, and IT Services needs. MCI employs 10,000+ and serves 150+ client partners across various brands and locations. Diversity and Equality
MCI embraces differences and maintains a work environment free from discrimination. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. MCI does not discriminate and will consider qualified applicants with criminal histories in compliance with local and federal requirements. Reasonable accommodations are provided as required by law. Disclaimer
The purpose of the above job description is to provide a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer may revise this description at any time. This description is not an employment contract.
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Remote Bilingual Call Center Representative - Spanish-English. We are looking for full-time bilingual call center representatives to support projects for a wide variety of clients. In this role, you will troubleshoot basic technical issues, build strong relationships with customers, fact-find to identify needs while recognizing opportunities to upsell new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction. Location: Remote Work-at-Home. Responsibilities
Handle inbound and outbound contacts in a courteous, timely, and professional manner Listen to customers, understand their needs, and resolve customer issues Bilingual proficiency required: fluent in English and Spanish 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 problem 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 Participate in pre-employment steps as part of the application process (complete a full application on the company careers page, including screening questions and a brief pre-employment test) Qualifications
High School Diploma/GED Experience with data-entry utilizing a computer The ability to read and speak English and Spanish fluently Have a wired, high-speed internet connection (Download speed of 20Mbps+) if working from home Excellent organizational, written, and oral communication skills The ability to type swiftly and accurately (20+ words per minute) Ability to work regularly scheduled shifts within our hours of operation including the training period Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications 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 are 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 Conditions of Employment
Must be authorized to work in the country where the job is based 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. Compensation & Benefits
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Benefits
Paid Time Off: Earn PTO and paid holidays Incentives & Rewards: Contests with cash bonuses and prizes Health Benefits: Medical, dental, and vision coverage after 60 days for full-time employees; MEC medical plans after 30 days for all employees (varies by location) Retirement Savings: Retirement savings programs where available Disability Insurance: Short-term disability coverage Life Insurance: Life insurance options Supplemental Insurance: Accident and critical illness insurance Career Growth: Focus on internal promotions Paid Training: Learn new skills while earning a paycheck Casual Dress Code About MCI
MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI provides BPO, staff augmentation, contact center customer services, and IT Services needs. MCI employs 10,000+ and serves 150+ client partners across various brands and locations. Diversity and Equality
MCI embraces differences and maintains a work environment free from discrimination. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. MCI does not discriminate and will consider qualified applicants with criminal histories in compliance with local and federal requirements. Reasonable accommodations are provided as required by law. Disclaimer
The purpose of the above job description is to provide a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer may revise this description at any time. This description is not an employment contract.
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