Bilingual Customer Service Agent; Tolling

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 across multiple countries. We provide 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 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 are hiring bilingual Customer Service Agents to join our on‑site team and support inbound customer service operations. In this role you’ll assist callers with inquiries, resolve disputes, process payments, and provide accurate information in a professional and courteous manner.

This is an entry‑level, on‑site position with paid training, full benefits, and opportunities for advancement. If you’re reliable, eager to learn, and ready to grow your career in a supportive environment, we want to hear from you!

• Handle inbound and outbound customer contacts in a timely and professional manner
• Listen actively to understand customer needs and resolve issues effectively
• Research internal systems to locate missing information and coordinate with other departments as needed
• Follow client‑specific processes and maintain a courteous, professional tone
• Use technology and tools to manage customer accounts and process claims
• Accurately document all customer interactions in the appropriate systems
• Follow all required scripts, policies, and confidentiality protocols
• Escalate complex issues to the appropriate team or manager
• Ensure first‑call resolution through effective problem‑solving
• Stay current on program updates by attending training and reviewing materials
• Meet all attendance and schedule requirements

All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated, dedicated, and should possess the following qualities:

• 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 skills
• Skilled in problem‑solving, conflict resolution, and customer empathy
• Able to multi‑task, stay organized, and work independently
• Team‑oriented with a strong customer‑first mindset
• Comfortable 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

Starting compensation is based on experience: $17.00 - $19.00 per hour. We also offer a variety of benefits and incentives to support and reward our team members.

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars.
• Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short‑term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: Internal promotions provide significant advancement…