MassMarkets
Remote Bilingual Call Center Representative - Spanish-English
MassMarkets, Corpus Christi, Texas, United States, 78417
Overview
Remote Bilingual Call Center Representative - Spanish-English at MassMarkets. Remote work-from-home position. Full-time role supporting projects for a variety of clients. You will troubleshoot basic technical issues, build relationships with customers, identify needs, and upsell products and services when appropriate. Candidates should be natural problem solvers who strive to provide excellent customer service and satisfaction. To be considered, you must complete a full application on our 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 issues Bilingual proficiency required: fluent in English and Spanish Utilize systems and technology to complete account management tasks Document and process customer claims in appropriate systems Follow all scripts, policies, and procedures Use knowledge base and training to answer customer questions Protect confidential and personal information Escalate customer issues to the managerial team when needed Aim for first call resolution through effective problem solving and call handling Attend meetings and training; review new material to stay current on program knowledge, systems, and processes Adhere to attendance and work schedule requirements Qualifications
High School Diploma/GED Experience with data-entry using a computer Fluent reading and speaking English and Spanish Wired, high-speed internet connection (20 Mbps+ if working from home) Excellent organizational, written, and oral communication skills Typing speed of 20+ words per minute Ability to work regularly scheduled shifts, 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 good attendance and punctuality Ability to 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 Preferred
One year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center Conditions of Employment
Authorized to work in the country where the job is based Willing to submit 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. We offer a range of benefits and incentives to support and reward team members. Benefits details may vary by geography. Benefits (selected)
PTO and paid holidays Incentives and rewards with cash bonuses and prizes Health benefits for full-time employees after 60 days; MEC medical plans after 30 days (options vary by location) Retirement savings programs where available Disability and life insurance options Supplemental insurance (accident, critical illness) Career growth and internal promotion opportunities Paid training Casual dress code About MassMarkets
MassMarkets is part of MCI, a company providing CX and DX solutions, BPO, contact center services, and related IT services. MCI is the holding company for several brands and operates multiple locations worldwide. Important notices
Disclaimers: This job description provides a general overview and is not all-inclusive. The employer may revise duties as needed. This job description is not an employment contract, and either party may terminate employment at any time for any reason. MCI is an equal opportunity employer and maintains a diverse and inclusive workplace. Reasonable accommodations are available upon request in compliance with applicable laws.
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Remote Bilingual Call Center Representative - Spanish-English at MassMarkets. Remote work-from-home position. Full-time role supporting projects for a variety of clients. You will troubleshoot basic technical issues, build relationships with customers, identify needs, and upsell products and services when appropriate. Candidates should be natural problem solvers who strive to provide excellent customer service and satisfaction. To be considered, you must complete a full application on our 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 issues Bilingual proficiency required: fluent in English and Spanish Utilize systems and technology to complete account management tasks Document and process customer claims in appropriate systems Follow all scripts, policies, and procedures Use knowledge base and training to answer customer questions Protect confidential and personal information Escalate customer issues to the managerial team when needed Aim for first call resolution through effective problem solving and call handling Attend meetings and training; review new material to stay current on program knowledge, systems, and processes Adhere to attendance and work schedule requirements Qualifications
High School Diploma/GED Experience with data-entry using a computer Fluent reading and speaking English and Spanish Wired, high-speed internet connection (20 Mbps+ if working from home) Excellent organizational, written, and oral communication skills Typing speed of 20+ words per minute Ability to work regularly scheduled shifts, 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 good attendance and punctuality Ability to 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 Preferred
One year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center Conditions of Employment
Authorized to work in the country where the job is based Willing to submit 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. We offer a range of benefits and incentives to support and reward team members. Benefits details may vary by geography. Benefits (selected)
PTO and paid holidays Incentives and rewards with cash bonuses and prizes Health benefits for full-time employees after 60 days; MEC medical plans after 30 days (options vary by location) Retirement savings programs where available Disability and life insurance options Supplemental insurance (accident, critical illness) Career growth and internal promotion opportunities Paid training Casual dress code About MassMarkets
MassMarkets is part of MCI, a company providing CX and DX solutions, BPO, contact center services, and related IT services. MCI is the holding company for several brands and operates multiple locations worldwide. Important notices
Disclaimers: This job description provides a general overview and is not all-inclusive. The employer may revise duties as needed. This job description is not an employment contract, and either party may terminate employment at any time for any reason. MCI is an equal opportunity employer and maintains a diverse and inclusive workplace. Reasonable accommodations are available upon request in compliance with applicable laws.
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