Mass Markets
Remote Bilingual Customer Service Representative
Mass Markets, Bismarck, North Dakota, United States
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. This position supports customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. You will be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
Key Responsibilities
Handle inbound and outbound contacts in a courteous, timely, and professional manner
Ensure first call resolution through problem solving and effective call handling
Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
Accurately document and process customer claims in appropriate systems
Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
Comply with requirements surrounding confidential information and personal information
Escalate customer issues to the appropriate staff and managerial for resolution as needed
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
Must be 18 years of age or older
High school diploma or equivalent
Fluent in both English and Spanish
Excellent organizational, written, and oral communication skills
The ability to type swiftly and accurately (20+ words a minute)
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Basic understanding of Windows operating system
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
State or Federal work experience
Compensation Details
At MCI, we believe that your hard work deserves recognition and reward. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Daily, weekly, and monthly contests with cash bonuses and prizes.
Health Benefits: Comprehensive medical, dental, and vision coverage after 60 days for full-time employees; MEC medical plans after 30 days for all employees. Benefit options vary 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: Opportunities for internal promotions.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Comfortable attire for work.
Compensation & Benefits That Fit Your Life
MCI tailors offerings to fit the needs of our diverse team across subsidiaries and locations. Specific benefits and incentives may vary by geography, but the core commitment remains: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.
If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!
Physical Requirements
This job operates in a home office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee may occasionally move about the office to accomplish tasks; reach in any direction; raise or lower objects; move objects from place to place; hold onto objects; and exert up to forty (40) pounds.
Conditions of Employment
All MCI Locations
Must be authorized to work in the country where the job is based.
Subject to the program and location of the position
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.
Willing to submit to drug screening. Job offers are contingent on drug screening results.
Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability. If accommodations are needed, please contact Human Resources.
Equal Opportunity Employer MCI embraces differences and believes diversity benefits our employees, customers, and community. All aspects of employment are based on merit and qualifications. MCI maintains a work environment free from discrimination. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. We do not tolerate discrimination or harassment based on any protected characteristic.
About MCI MCI helps customers take on CX and DX challenges, delivering industry-leading solutions and driving performance. MCI provides BPO, staff augmentation, contact center services, and IT services across multiple brands. The employer reserves the right to revise this job description at any time. This description is not an employment contract, and employment may be terminated 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. This position supports customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. You will be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
Key Responsibilities
Handle inbound and outbound contacts in a courteous, timely, and professional manner
Ensure first call resolution through problem solving and effective call handling
Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
Accurately document and process customer claims in appropriate systems
Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
Comply with requirements surrounding confidential information and personal information
Escalate customer issues to the appropriate staff and managerial for resolution as needed
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
Must be 18 years of age or older
High school diploma or equivalent
Fluent in both English and Spanish
Excellent organizational, written, and oral communication skills
The ability to type swiftly and accurately (20+ words a minute)
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Basic understanding of Windows operating system
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
State or Federal work experience
Compensation Details
At MCI, we believe that your hard work deserves recognition and reward. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Daily, weekly, and monthly contests with cash bonuses and prizes.
Health Benefits: Comprehensive medical, dental, and vision coverage after 60 days for full-time employees; MEC medical plans after 30 days for all employees. Benefit options vary 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: Opportunities for internal promotions.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Comfortable attire for work.
Compensation & Benefits That Fit Your Life
MCI tailors offerings to fit the needs of our diverse team across subsidiaries and locations. Specific benefits and incentives may vary by geography, but the core commitment remains: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.
If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!
Physical Requirements
This job operates in a home office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee may occasionally move about the office to accomplish tasks; reach in any direction; raise or lower objects; move objects from place to place; hold onto objects; and exert up to forty (40) pounds.
Conditions of Employment
All MCI Locations
Must be authorized to work in the country where the job is based.
Subject to the program and location of the position
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.
Willing to submit to drug screening. Job offers are contingent on drug screening results.
Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability. If accommodations are needed, please contact Human Resources.
Equal Opportunity Employer MCI embraces differences and believes diversity benefits our employees, customers, and community. All aspects of employment are based on merit and qualifications. MCI maintains a work environment free from discrimination. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. We do not tolerate discrimination or harassment based on any protected characteristic.
About MCI MCI helps customers take on CX and DX challenges, delivering industry-leading solutions and driving performance. MCI provides BPO, staff augmentation, contact center services, and IT services across multiple brands. The employer reserves the right to revise this job description at any time. This description is not an employment contract, and employment may be terminated at any time for any reason.
#J-18808-Ljbffr