Bilingual Call Center Representative

LOCATION

Wichita, KS

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 are seeking motivated and customer-focused Bilingual Call Center Representatives to join our growing team. In this role, you will support inbound customer service and technical support programs for a diverse portfolio of commercial and public sector clients. You will assist customers in both English and Spanish by resolving inquiries, troubleshooting basic technical issues, processing account requests, and delivering an exceptional customer experience.

As the first point of contact, you will build positive customer relationships through professional communication, active listening, and effective problem-solving. This is a full-time position with schedules that vary by client program.

Whether you are beginning your career or bringing previous customer service experience, we provide industry-leading training and opportunities for advancement into roles such as Supervisor, Trainer, Quality Assurance, and Operations Management.

Key Responsibilities:

• Handle inbound customer interactions in English and Spanish professionally and efficiently.
• Resolve customer inquiries related to products, services, billing, and account management.
• Troubleshoot basic technical issues and provide step-by-step solutions.
• Accurately document customer interactions and update account information.
• Utilize internal systems and knowledge resources to resolve customer concerns.
• Maintain confidentiality of customer information.
• Escalate complex issues when appropriate.
• Meet established quality, productivity, and customer satisfaction goals.
• Participate in ongoing training and development programs.
• Adhere to attendance and schedule requirements.

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 at least 18 years of age.
• High school diploma or equivalent.
• Fluent in both English and Spanish.
• Strong verbal and written communication skills.
• Basic computer proficiency and data entry experience.
• Ability to type at least 20 words per minute.
• Working knowledge of Microsoft Office applications.
• Strong problem-solving and customer service skills.
• Ability to multitask in a fast-paced environment.
• Reliable, dependable, and team-oriented.

• One year of customer service or contact centre experience.
• Previous experience supporting bilingual customer service programs.

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.

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks;

reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

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 regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

MCI helps customers take on their CX and DX challenges differently, creating industry-leading…