Bilingual Call Center Representative

Position Overview

Killeen, TX. MCI is a tech‑enabled business services company offering Bilingual Call Center Representative roles. This full‑time position supports inbound customer service and technical support for commercial and public sector clients in both English and Spanish. Schedules vary by client program.

As the first point of contact, you will build positive customer relationships through professional communication, active listening, and effective problem‑solving. Extensive training is provided, with opportunities to advance to Supervisor, Trainer, Quality Assurance, or Operations Management.

• 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.

• 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.

• Must be authorized to work in the United States.
• Must be willing to submit to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on screening results.

The job operates in a professional office environment. Employees will be largely sedentary, required to sit/stand for long periods while using a computer and telephone headset. The employee may occasionally be required to move around the office, reach in any direction, lift or move objects, and exert force up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship.

MCI embraces differences and believes diversity benefits our employees, company, customers, and community. All aspects of employment are based solely on a person’s merit and qualifications. MCI maintains a work environment free from discrimination and provides reasonable accommodation to qualified employees with protected disabilities. Discrimination on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws is prohibited.