MassMarkets
Remote Bilingual Call Center Representative - Spanish-English
MassMarkets, Edinburg, Texas, us, 78540
Position Overview
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. 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. To be considered for this position, 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 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
Candidate 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 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 ability to learn new and complex systems Highly reliable with the ability to maintain 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 where change and ambiguity are prevalent 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
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 Details
Starting compensation is based on experience, with a variety of benefits and incentives designed to support and reward our team. Compensation includes hourly pay plus potential bonuses.
Benefits & Perks
Paid Time Off, paid holidays Incentives & Rewards: daily, weekly, and monthly contests with cash bonuses and prizes Comprehensive medical, dental, and vision coverage after eligibility periods 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
Physical Requirements
This job operates in a professional office environment. The role is largely sedentary and requires using a computer and telephone headset. Physical activity may include sitting, standing, and occasional lifting up to 40 pounds.
Diversity and Equality
MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications. We do not discriminate based on age, ancestry, color, gender identity or expression, genetic information, national origin, physical or mental disability, medical condition, or protected veteran status. We will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. Reasonable accommodations are provided in accordance with ADA and applicable laws.
About MCI (Parent Company)
MCI helps customers take on CX and DX challenges differently, delivering industry-leading solutions across BPO, contact center services, IT services, and related offerings. MCI employs 10,000+ people with 150+ client partners across North America and globally.
Disclaimer
The purpose of this job description is to provide a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, or qualifications. The employer reserves the right to revise the description and terminate employment at any time for any reason.
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MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. 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. To be considered for this position, 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 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
Candidate 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 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 ability to learn new and complex systems Highly reliable with the ability to maintain 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 where change and ambiguity are prevalent 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
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 Details
Starting compensation is based on experience, with a variety of benefits and incentives designed to support and reward our team. Compensation includes hourly pay plus potential bonuses.
Benefits & Perks
Paid Time Off, paid holidays Incentives & Rewards: daily, weekly, and monthly contests with cash bonuses and prizes Comprehensive medical, dental, and vision coverage after eligibility periods 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
Physical Requirements
This job operates in a professional office environment. The role is largely sedentary and requires using a computer and telephone headset. Physical activity may include sitting, standing, and occasional lifting up to 40 pounds.
Diversity and Equality
MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications. We do not discriminate based on age, ancestry, color, gender identity or expression, genetic information, national origin, physical or mental disability, medical condition, or protected veteran status. We will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. Reasonable accommodations are provided in accordance with ADA and applicable laws.
About MCI (Parent Company)
MCI helps customers take on CX and DX challenges differently, delivering industry-leading solutions across BPO, contact center services, IT services, and related offerings. MCI employs 10,000+ people with 150+ client partners across North America and globally.
Disclaimer
The purpose of this job description is to provide a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, or qualifications. The employer reserves the right to revise the description and terminate employment at any time for any reason.
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