Remote Trilingual Jobs (NOW HIRING)

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are looking for a dedicated and experienced remote Bilingual Call Center Representative to deliver exceptional service and support across phone, email, and chat channels. The ideal candidate must be fluent in both English and Spanish and demonstrate a strong customer-first mindset, be empathetic, responsive, patient, and attentive to client needs.

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:

• Receive inbound and outbound calls in a courteous, timely, and professional manner
• Listen, understand customer needs, and resolve any concerns
• 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 tasks
• Follow all required scripts, policies, and procedures
• Utilize knowledge base and training to accurately answer customer requests.
• Comply with requirements surrounding confidential information and personal information
• Appropriately escalate customer concerns with the managerial team
• 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
• Attend to other essential duties related to the position to meet the ongoing needs of the company.

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:

• Must be 18 years of age or older
• High school diploma or equivalent
• The ability to read and speak fluent Spanish and English
• 6 months voice, email, and chat support call center experience as a Spanish Agent
• Excellent organizational, written, and oral communication skills
• Familiarity with a computer, Windows PC applications and ability to learn new and complex computer system applications
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• The ability to type swiftly and accurately (40+ words a minute with 95% accuracy)
• Grammar Assessment passing score > 85%
• Excellent comprehension skills score > 90%
• Knowledge of CRM platforms will be advantageous
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem solving and negotiation
• 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
• Highly reliable with the ability to maintain regular attendance and punctuality
• Flexibility to work in shifts, including weekends and holidays

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.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, your hard work deserves recognition and rewards. 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:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• HMO Coverage plus a dependent
• Dental Coverage
• Free meal during training
• Career growth and learning
• Allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses
• Frequent disinfection, fogging of workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Sharpen your social skills while meeting awesome people and making new friends
• Plus, more in-office rewards, raffles, recognition gifts, and treats!

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.

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. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

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, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.