MassMarkets
Remote Bilingual Call Center Representative - Spanish-English
MassMarkets, Sugar Land, Texas, United States, 77479
Overview
Remote Bilingual Call Center Representative - Spanish-English. MassMarkets/MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. 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. 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 Escalate customer issues appropriately to the managerial team Ensure first call resolution through problem solving and effective call handling Attend meetings and training to stay up-to-date on program knowledge, systems, and processes Adhere to all attendance and work schedule requirements Qualifications
High School Diploma/GED Experience with data-entry utilizing a computer Fluent reading and speaking ability in English and Spanish Wired, high-speed internet connection (for work-at-home projects) Excellent organizational, written, and oral communication skills Typing speed of 20+ words per minute Ability to work regularly scheduled shifts within hours of operation, including training period Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) Familiarity with Windows PC applications and ability to learn new systems 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, conscientious) Ability to multi-task, stay focused, and self-manage Strong team orientation and customer focus Ability to thrive in a fast-paced environment with change and ambiguity Excellent interpersonal skills and ability to build relationships with 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 Willing to submit to up to a LEVEL II background and/or security investigation with a fingerprint; offers contingent on results Willing to submit to drug screening; offers contingent on results Compensation & Benefits
Starting compensation is based on experience. We offer a variety of benefits and incentives to support and reward our team members. Benefits include: Paid Time Off (PTO) and paid holidays Incentives and rewards with cash bonuses and prizes Health benefits (medical, dental, vision) after specified periods; additional MEC medical plans available Retirement savings programs where available Disability and life insurance options Supplemental insurance (accident and critical illness) Career growth and internal promotion opportunities Paid training Casual dress code About MassMarkets
MassMarkets is a brand operating under MCI, a global BPO and customer experience provider. This job description provides a general overview of the role and is not an all-inclusive list of duties, responsibilities, skills, or qualifications. The employer reserves the right to revise the description at any time.
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Remote Bilingual Call Center Representative - Spanish-English. MassMarkets/MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. 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. 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 Escalate customer issues appropriately to the managerial team Ensure first call resolution through problem solving and effective call handling Attend meetings and training to stay up-to-date on program knowledge, systems, and processes Adhere to all attendance and work schedule requirements Qualifications
High School Diploma/GED Experience with data-entry utilizing a computer Fluent reading and speaking ability in English and Spanish Wired, high-speed internet connection (for work-at-home projects) Excellent organizational, written, and oral communication skills Typing speed of 20+ words per minute Ability to work regularly scheduled shifts within hours of operation, including training period Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) Familiarity with Windows PC applications and ability to learn new systems 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, conscientious) Ability to multi-task, stay focused, and self-manage Strong team orientation and customer focus Ability to thrive in a fast-paced environment with change and ambiguity Excellent interpersonal skills and ability to build relationships with 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 Willing to submit to up to a LEVEL II background and/or security investigation with a fingerprint; offers contingent on results Willing to submit to drug screening; offers contingent on results Compensation & Benefits
Starting compensation is based on experience. We offer a variety of benefits and incentives to support and reward our team members. Benefits include: Paid Time Off (PTO) and paid holidays Incentives and rewards with cash bonuses and prizes Health benefits (medical, dental, vision) after specified periods; additional MEC medical plans available Retirement savings programs where available Disability and life insurance options Supplemental insurance (accident and critical illness) Career growth and internal promotion opportunities Paid training Casual dress code About MassMarkets
MassMarkets is a brand operating under MCI, a global BPO and customer experience provider. This job description provides a general overview of the role and is not an all-inclusive list of duties, responsibilities, skills, or qualifications. The employer reserves the right to revise the description at any time.
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