Bilingual Contact Center Representative (Full-Time)

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 contact center representatives to support inbound and outbound customer service and sales projects for a wide variety of clients. You will be responsible for answering inbound and outbound calls, handling customer questions and complaints, and seizing opportunities to upsell products when they arise. Candidates should have a social and positive demeanor, a strong work ethic, and have a track record of working well with customers. We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management.

Schedules vary by site and project. This is an on-site, entry-level position. Prior contact center experience isn't required; candidates experienced in customer service industries such as servers, bartenders, and retail associates are encouraged to apply!

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.

Position Responsibilities

This position supports customer service and sales oriented interactions that requires you to interact with hundreds of people each week answering incoming calls and making outgoing calls to consumers.

Call Center Representatives professionally manage a variety of accounts, taking inbound requests and making outbound calls on behalf of some of the most recognized brands in the world.

Key Responsibilities :

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Utilize systems and technology to complete account management tasks
• Recognize sales opportunity and apply sales skills to upgrade
• Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
• Follow processes of the client program and perform all tasks in a courteous and professional manner
• Respond effectively to all forms of inbound and outbound contacts, provide responses to questions, and in specific instances, refer callers to the appropriate supervisor, county, or state agency representatives for service and / or when problems or concerns occur
• Investigate and resolve complex and escalated issues resulting from multiple channels.
• Complete research of beneficiary contact history and report findings to management.
• Listen to contacts, understand their needs, and resolve issues
• 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 and maintain updated knowledge of the program including its policies and procedures.
• 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 trainings 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
• Perform other duties as assigned by management.

Candidate Qualifications

Wonder if you are a good fit for this position? All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the below qualities :

Preferred (Not Required) :

Compensation Details

Want an employer that values your contribution? 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 :

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, 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 will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee 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

Subject to the program and location of the position

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.