Position Overview
Bilingual Customer Service Representative supporting commercial and public sector clients. Provide customer service, technical support, and sales interactions on inbound contact center calls. You will troubleshoot basic technical issues, build relationships, upsell products, and ensure a best‑in‑class experience.
Responsibilities
- Handle inbound and outbound contacts courteously, timely and professionally.
- Listen to customers, understand their needs, and resolve issues.
- Utilize systems and technology for account management and data entry.
- Accurately document and process customer claims in appropriate systems.
- Follow scripts, policies, and procedures.
- Answer questions using knowledge base and training.
- Protect confidential information and handle personal data responsibly.
- Escalate issues to managerial team as needed.
- Achieve first‑call resolution through effective call handling.
- Attend meetings, training sessions and review new training material.
- Adhere to all attendance and work‑schedule requirements.
Qualifications
- Minimum 18 years old and a high school diploma or equivalent.
- Experience with data entry using a computer.
- Fluent reading and speaking English and Spanish.
- Wired high‑speed internet connection (download 20 Mbps+) if working from home.
- Excellent organizational, written and oral communication skills.
- Typing speed 20+ words per minute.
- Ability to work regular scheduled shifts during hours of operation, including training period.
- Basic Microsoft Office Suite knowledge (Excel, PowerPoint, Word, Outlook).
- Familiarity with Windows PC applications and ability to learn new systems.
- Highly reliable with regular attendance and punctuality.
- Problem‑solving, conflict resolution, and negotiation aptitude.
- Customer‑service orientation: empathetic, responsive, patient, conscientious.
- Multi‑task, stay focused and self‑manage.
- Strong team orientation and customer focus.
- Ability to thrive in fast‑paced environment with change and ambiguity.
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.
- State or Federal work experience.
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 a fingerprint; offers contingent on results.
- Willing to submit to drug screening; offers contingent on results.
Physical Requirements
Professional office environment. Predominantly sedentary work, may sit/stand and use computer and telephone headset. Occasionally move office items, reach in any direction, raise or lower objects, move or exert force up to 40 pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act, MCI provides reasonable accommodations to qualified applicants or employees unless undue hardship. Contact Human Resources if needed.
EEO Statement
MCI embraces diversity and maintains a work environment free from discrimination. All employment decisions are based solely on merit and qualifications. MCI does not discriminate on any basis protected by applicable laws. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will provide reasonable accommodation for qualified individuals with disabilities as required.
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