Spanish Tolling Call Center Representative; Entry-Level

Position Overview

We are hiring Call Center Representatives to provide professional, empathetic, solution-focused support to inbound callers. The role involves handling customer inquiries, resolving disputes, processing payments, and guiding callers through various procedures to deliver a top-tier customer experience.

Key responsibilities include:

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Research systems to find missing information and coordinate with other departments to resolve issues
• Follow the Client program processes and perform all tasks with professionalism
• Utilize systems and technology to complete account management tasks
• Accurately document and process customer claims in appropriate systems
• Follow all required scripts, policies, and procedures
• Use knowledge base and training to answer customer questions accurately
• Comply with requirements surrounding confidential and personal information
• Escalate customer issues to the managerial team as needed
• Ensure first call resolution through problem solving and effective call handling
• Attend meetings, training, and review all new training material to stay updated on program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

Required qualifications:

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ words per minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• Ability to evaluate, troubleshoot, and follow up on customer issues
• Aptitude for conflict resolution, problem‑solving, and negotiation
• Customer service orientation (empathetic, responsive, patient, conscientious)
• Ability to multi‑task, stay focused, and self‑manage
• Strong team orientation and customer focus
• Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and ability to build relationships with team and customers

Preferred qualifications (not required):

• One year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment
• State or Federal work experience

The position offers paid training, competitive compensation, full benefits, performance incentives, and clear advancement paths.

• Paid Time Off (PTO) and paid holidays
• Incentives & rewards including cash bonuses and prizes
• Health, dental, and vision coverage for full‑time employees after 60 days; MEC plans after 30 days
• Retirement savings programs where available
• Short‑term disability coverage
• Life insurance options
• Accident and critical illness supplemental insurance
• Career growth with internal promotion focus
• Paid training while earning a paycheck
• Fun, engaging work environment with a team‑oriented culture
• Casual dress code

Position is largely sedentary. Employee will sit/stand for long periods while using a computer and telephone headset. The employee may occasionally move around the office, reach in any direction, lift or carry objects up to forty (40) pounds.

• Must be authorized to work in the country where the job is based.
• 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.

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 merit and qualifications. MCI maintains a work environment free from discrimination, treating employees with dignity and respect. MCI will consider qualified…