Bilingual Spanish CALL CENTER Representative

Location:

Killeen, TX

Bilingual Customer Service Representative supporting commercial and public sector clients

We are looking for full‑time and part‑time bilingual customer service representatives to support inbound projects for a wide variety of clients. In this role, you will troubleshoot basic technical issues, build strong relationships with customers, fact‑find to identify needs while recognizing opportunities to upsell new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.

Schedules vary by site and project; we can usually find something that works for everyone. This is an on‑site, entry‑level position. Prior contact center experience isn’t required; candidates experienced in customer service industries such as servers, bartenders, and retail associates are encouraging to apply!

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.

What does someone in this role actually do?

Do you strive for excellence and enjoy helping others? This position supports customer service, technical support, and customer sales interactions. You would interact with customers across the country to resolve support issues, sell new products and services, and ensure a best‑in‑class customer experience. In addition to being the best in the business, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• 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
• Utilize knowledge base and training to accurately answer customer questions
• Comply with requirements surrounding confidential information and personal information
• Appropriately elevate customer issues with the managerial team
• Ensure first call resolution through problem solving and effective call handling
• Attend meetings and training and review all new training material to stay up‑to‑date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

Required

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data‑entry utilizing a computer
• The ability to read and speak English and Spanish fluently
• Have a wired, high‑speed internet connection (Download speed of 20 Mbps+) (if working for a work‑at‑home project)
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow‑up on customer issues
• An aptitude for conflict resolution, problem solving and negotiation
• Must be customer‑service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi‑task, stay focused, and self‑manage
• Strong team orientation and customer focus
• The ability to thrive in a fast‑paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred (Not Required)

• One (1) 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

All MCI Locations

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

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