Bilingual Spanish Call Center Representative

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the US, delivering Customer Experience (CX), Business Process Outsourcing (BPO) and technology solutions across multiple industries and countries worldwide. Our team uses people, technology and innovation to help organizations improve customer experience and business performance.

We are seeking enthusiastic Bilingual Spanish Call Center Representative who are fluent in both English and Spanish to join our team. In this role, you will provide exceptional customer support across a variety of inbound service programs, assisting customers with product and service inquiries, troubleshooting basic technical issues, managing account-related requests, and identifying opportunities to recommend additional products and services.

As the first point of contact for our clients' customers, you will build lasting relationships by delivering professional, efficient, and empathetic service with every interaction. This is a full-time, on-site position with schedules that vary depending on the client program. 

We provide comprehensive, industry-leading training to ensure your success and offer excellent opportunities for career advancement into roles such as Supervisor, Trainer, Quality Assurance, and Operations Management.

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.

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POSITION RESPONSIBILITIES

Key Responsibilities:

• Handle inbound and outbound customer interactions in a courteous, timely, and professional manner.
• Deliver outstanding customer service in both English and Spanish.
• Listen carefully to customers, identify their needs, and provide effective solutions.
• Troubleshoot basic technical issues and assist customers with products, services, billing, and account-related inquiries.
• Build strong customer relationships through professional and empathetic communication.
• Identify opportunities to recommend additional products and services when appropriate.
• Utilize company systems and technology to manage customer accounts and complete account-related tasks.
• Accurately document customer interactions, requests, and claims in company systems.
• Follow all client-specific processes, scripts, policies, and compliance requirements.
• Use available knowledge bases and training resources to provide accurate information.
• Protect confidential and personal customer information in accordance with company policies.
• Escalate complex customer concerns to the appropriate department or management team when necessary.
• Strive to achieve first-contact resolution through effective problem-solving and communication.
• Participate in ongoing training sessions, team meetings, and coaching opportunities to remain current on products, systems, and processes.
• Meet established quality, productivity, attendance, and schedule adherence expectations.

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:

• Must be at least 18 years of age.
• High school diploma or equivalent.
• Fluent in both English and Spanish, with excellent verbal and written communication skills.
• Experience using computers for data entry and customer support activities.
• Ability to type accurately at a minimum of 20 words per minute.
• Reliable wired high-speed internet connection (minimum download speed of 20 Mbps) for work-from-home programs where applicable.
• Strong organizational, communication, and time management skills.
• Basic proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
• Comfortable working with Windows-based applications and learning new software systems.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent conflict resolution and interpersonal skills.
• Customer-focused with empathy, patience, professionalism, and a genuine passion for helping others.
• Ability to multitask, remain organized, and work independently in a fast-paced environment.
• Dependable with excellent attendance and punctuality.
• Strong team player who thrives in a collaborative environment.
• Ability to work scheduled shifts, including the required training period.

Preferred

• One year of experience in customer service, technical support, inside sales, back-office operations, live chat, administrative support, or a contact centre environment.
• Previous experience supporting state or federal government programs is advantageous but not required.
• Experience in retail, hospitality, food service, or other customer-facing roles is highly valued.

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

• 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. (Does not apply in Canada)

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

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility 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 for employment qualified applicants with criminal histories 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, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT US

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

DISCLAIMER

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.