Bilingual Contact Center Representative (Full-Time)

Job Description

Job Description

Overview

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’re hiring Bilingual Contact Center Representatives to support inbound and outbound customer service, sales, and account support for a wide range of clients, including commercial and public sector programs.

In this on-site, entry-level position, you’ll handle customer inquiries, resolve issues, and identify opportunities to upsell products and services. Whether you're coming from retail, hospitality, or another customer-facing industry, your communication skills and positive attitude will set you up for success.

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.

Responsibilities

Key Responsibilities:

• Handle inbound and outbound calls in a courteous, timely, and professional manner
• Listen actively to understand customer needs and provide accurate solutions
• Use internal systems to manage accounts, process claims, and update records
• Identify sales opportunities and apply upselling techniques when appropriate
• Respond to inquiries while maintaining confidentiality and data privacy standards
• Research and resolve complex issues, coordinating with other departments as needed
• Follow all required scripts, policies, and procedures
• Escalate unresolved or sensitive issues to the appropriate team or supervisor
• Stay current on program updates by attending training and reviewing materials
• Meet performance goals and adhere to attendance and schedule requirements

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 18 years or older
• High school diploma or equivalent required
• Strong written and verbal communication skills
• Ability to type 20+ words per minute
• Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Reliable and punctual with strong time management skills
• Skilled in conflict resolution, problem-solving, and customer empathy
• Able to multi-task, stay focused, and work independently
• Team-oriented with a strong customer-first mindset
• Comfortable working in a fast-paced, dynamic environment

• 1+ year of experience in customer service , technical support , inside sales , back-office , chat , or administrative support
• Experience working on state or federal programs