Spanish Customer Service Representative (Tolling)

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 bilingual customer service representatives in the Miami, FL area to support inbound customer service. In this role, you will handle inbound inquiries, troubleshoot customer disputes, process payments, and assist callers with process-related inquiries professionally.

This is an entry-level, on-site position located at our Tampa ValorVIP (MCI Company) office.

Compensation is commensurate with experience and while prior contact center experience isn't required, experience in customer service, tech support, inside sales, or back-office support is a plus. Training is paid and the position offers multiple advancement opportunities, incentives, and full benefits as well as Daily & Weekly Pay Outs. Candidates should be highly reliable, have great communication skills, and be willing to constantly learn on the job.

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.

Position Responsibilities

This position supports customer service, technical support, and customer sales interactions. This role 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.

In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

Key Responsibilities :

Handle inbound and outbound contacts in a courteous, timely, and professional manner

Listen to customers, understand their needs, and resolve customer issues

Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable

Follow the processes of the Client program and perform all tasks in a courteous and professional manner

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

Escalate customer issues to the appropriate staff and managerial for resolution as needed.

Ensure first call resolution through problems 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

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications :

Must be 18 years of age or older

High school diploma or equivalent

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 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. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI :

Paid Time Off : Earn PTO and paid holidays to take the time you need.

Incentives & Rewards : Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars!

Health Benefits : Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.

Retirement Savings : Secure your future with retirement savings programs, where available.

Disability Insurance : Short- and long-term disability coverage is available to help protect you during unexpected challenges.

Life Insurance : Access life insurance options to safeguard your loved ones.

Career Growth : With a focus on internal promotions, employees enjoy significant advancement opportunities.

Paid Training : Learn new skills while earning a paycheck.

Fun, Engaging Work Environment : Enjoy a team-oriented culture that fosters collaboration and engagement.

Casual Dress Code : Be comfortable while you work.

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same : 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 professional office environment. While performing the duties of this job, employees will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset. Employees will be regularly required to operate computers and other office equipment, including a phone, copier, and printer. Employees may occasionally be required to 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 move or exert force 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

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.

Equal Opportunity Employer

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression