MassMarkets
Remote Bilingual Call Center Representative - Spanish-English
MassMarkets, San Antonio, Texas, United States, 78208
Overview
Remote Bilingual Call Center Representative - Spanish-English at MassMarkets (MCI). Remote Work-at-Home, full-time position. The role supports projects for a wide variety of clients, troubleshooting basic technical issues, building strong customer relationships, fact-finding to identify needs, and recognizing opportunities to upsell products and services. Candidates should be natural problem solvers who strive to provide excellent customer service and extraordinary customer satisfaction. To be considered, complete a full application on the company careers page, including screening questions and a brief pre-employment test. 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 with the managerial team Ensure first call resolution through problem solving and effective call handling Attend meetings and training, review new training material to stay up-to-date on program knowledge, systems, and processes Adhere to attendance and work schedule requirements Qualifications
High School Diploma/GED Experience with data-entry utilizing a computer Ability to read and speak English and Spanish fluently Wired, high-speed internet connection (Download speed of 20Mbps+ if working from home) Excellent organizational, written, and oral communication skills Typing speed 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 computer and Windows PC applications and ability to learn new, complex systems Reliability 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 Thrives in a fast-paced environment with change and ambiguity Excellent interpersonal skills to build relationships with team and customers Preferred (Not Required)
One year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment Conditions of Employment
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 fingerprint (offers contingent on results) Willing to submit to drug screening (offers contingent on results) Compensation & Benefits
Starting compensation is based on experience. The company offers a variety of benefits and incentives to support and reward team members, with details varying by geography. Benefits
Paid Time Off, paid holidays Incentives & rewards with cash bonuses and prizes Health benefits for full-time employees after 60 days; MEC medical plans after 30 days for all employees; options vary by location Retirement savings programs where available Short-term disability and life insurance options Supplemental insurance (accident, critical illness) Career growth and internal promotion opportunities Paid training Collaborative, team-oriented environment Casual dress code Physical Requirements
Office environment; predominantly sedentary with use of computer and telephone headset. May require occasional movement of objects up to 40 pounds. Equal Opportunity
MCI is committed to diversity and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, or any other characteristic protected by law. Reasonable accommodations may be provided upon request in accordance with legal requirements. About MCI: A provider of CX/DX solutions, IT services, and BPO. The company operates multiple brands and partners with clients across North America.
#J-18808-Ljbffr
Remote Bilingual Call Center Representative - Spanish-English at MassMarkets (MCI). Remote Work-at-Home, full-time position. The role supports projects for a wide variety of clients, troubleshooting basic technical issues, building strong customer relationships, fact-finding to identify needs, and recognizing opportunities to upsell products and services. Candidates should be natural problem solvers who strive to provide excellent customer service and extraordinary customer satisfaction. To be considered, complete a full application on the company careers page, including screening questions and a brief pre-employment test. 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 with the managerial team Ensure first call resolution through problem solving and effective call handling Attend meetings and training, review new training material to stay up-to-date on program knowledge, systems, and processes Adhere to attendance and work schedule requirements Qualifications
High School Diploma/GED Experience with data-entry utilizing a computer Ability to read and speak English and Spanish fluently Wired, high-speed internet connection (Download speed of 20Mbps+ if working from home) Excellent organizational, written, and oral communication skills Typing speed 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 computer and Windows PC applications and ability to learn new, complex systems Reliability 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 Thrives in a fast-paced environment with change and ambiguity Excellent interpersonal skills to build relationships with team and customers Preferred (Not Required)
One year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment Conditions of Employment
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 fingerprint (offers contingent on results) Willing to submit to drug screening (offers contingent on results) Compensation & Benefits
Starting compensation is based on experience. The company offers a variety of benefits and incentives to support and reward team members, with details varying by geography. Benefits
Paid Time Off, paid holidays Incentives & rewards with cash bonuses and prizes Health benefits for full-time employees after 60 days; MEC medical plans after 30 days for all employees; options vary by location Retirement savings programs where available Short-term disability and life insurance options Supplemental insurance (accident, critical illness) Career growth and internal promotion opportunities Paid training Collaborative, team-oriented environment Casual dress code Physical Requirements
Office environment; predominantly sedentary with use of computer and telephone headset. May require occasional movement of objects up to 40 pounds. Equal Opportunity
MCI is committed to diversity and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, or any other characteristic protected by law. Reasonable accommodations may be provided upon request in accordance with legal requirements. About MCI: A provider of CX/DX solutions, IT services, and BPO. The company operates multiple brands and partners with clients across North America.
#J-18808-Ljbffr