Bilingual Call Center Representative

LOCATION

Dallas, TX

JOB TYPE

Full-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. 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.

Are you a strong communicator who thrives in a fast-paced environment and enjoys helping others? We're hiring Bilingual Call Center Representatives to support inbound customer service, help desk, and back-office processing for both commercial clients and public sector programs.

In this role, you'll interact with customers across the country, resolving inquiries, troubleshooting basic technical issues, assisting with product and process-related questions, and representing some of the most recognized brands in the world.

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.

* ------------
- POSITION RESPONSIBILITIES

Key Responsibilities:

* Handle inbound and outbound customer contacts professionally and efficiently

* Listen actively to understand customer needs and provide accurate solutions

* Use internal systems and tools to manage accounts and process inquiries

* Identify and act on sales opportunities to promote products and services

* Clearly explain product features and processes to customers

* Escalate complex or dissatisfied customer issues to management

* Ensure first-call resolution through effective troubleshooting and communication

* Stay up to date on program changes by attending training and reviewing materials

* Maintain accurate documentation of customer interactions in CRM systems

* Adhere to all scripts, policies, and confidentiality requirements

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:

Qualifications:

* Must be 18 years or older

* High school diploma or equivalent

* 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 and self-motivation

* 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 (Not Required):

* 1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support

* Experience working on state or federal programs

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.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. 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…