Spanish Customer Service Representative (Tolling)

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 looking for dependable and enthusiastic  Spanish Customer Service Representatives to join our team and provide exceptional support to inbound callers. In this role, you’ll assist customers with inquiries, resolve disputes, process payments, and guide them through various procedures all while delivering a professional and positive experience.

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.

Responsibilities

Key Responsibilities:

• Handle inbound and outbound calls in a courteous, timely, and professional manner.
• Listen actively to understand customer needs and provide effective solutions.
• Research internal systems to locate missing information and coordinate with other departments as needed.
• Process payments and manage account-related tasks using company systems.
• Accurately document customer interactions and claims.
• Follow scripts, policies, and procedures to ensure compliance and consistency.
• Use training and knowledge bases to answer customer questions confidently.
• Escalate unresolved issues to supervisors or appropriate teams.
• Ensure first-call resolution through effective troubleshooting and communication.
• Stay current with training materials, system updates, and product knowledge.
• Maintain confidentiality and protect customer data.
• Meet attendance and scheduling expectations.

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.
• Strong written and verbal communication skills.
• Typing speed of 20+ WPM with accuracy.
• Basic proficiency in  Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Familiarity with  Windows operating systems and ability to learn new tools.
• Reliable and punctual with a strong work ethic.
• Ability to troubleshoot, resolve conflicts, and follow up on customer issues.
• Customer-first mindset: empathetic, patient, and responsive.
• Ability to multitask, self-manage, and adapt to change.
• Team-oriented with excellent interpersonal skills.

Preferred

• 1+ year of experience in customer service, technical support, inside sales, chat, or administrative roles.
• Experience in  state or federal work environments.