Bilingual Contact Center Representative (Full-Time & Part-Time)

POSITION 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. 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 organization. Bilingual Contact Center Representatives will support inbound and outbound customer service, sales, and account support for a wide range of clients, including commercial and public sector programs. This on‑site, entry‑level position requires handling customer inquiries, resolving issues, and identifying opportunities to upsell products and services. Prior experience in retail, hospitality, or another customer‑facing industry is a plus. POSITION 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 through training and review of materials. Meet performance goals and adhere to attendance and schedule requirements. QUALIFICATIONS 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. PREFERRED QUALIFICATIONS 1+ year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support. Experience working on state or federal programs. COMPENSATION & BENEFITS Pay: $17.00 - $19.00 per hour, based on experience. Benefits include: Paid Time Off (PTO) and paid holidays. Incentives & rewards, including cash bonuses. Health benefits: medical, dental, vision coverage after 60 days. Retirement savings programs where available. Disability and life insurance options. Supplemental accident and critical illness insurance. Career growth opportunities via internal promotions. Paid training and professional development. Team‑oriented, engaging work environment and casual dress code. PHYSICAL REQUIREMENTS This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. Operations include using a computer, phone, copier, and printer. Occasional moving and lifting up to forty (40) pounds may be required. 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. Must be willing to submit to drug screening. 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, 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 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. The policy of MCI is to provide reasonable accommodation to qualified employees who have protected disabilities where required by law. 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 applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. 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. #J-18808-Ljbffr