Bilingual Call Center Representative

LOCATION

Las Cruces, NM

We are seeking motivated and customer-focused Bilingual Call Center Representative to join our team. In this role, you will support inbound customer service and technical support programs for a diverse portfolio of commercial and public sector clients, assisting customers in both English and Spanish by resolving inquiries, troubleshooting basic technical issues, processing account requests, and delivering an exceptional customer experience. This full‑time position has scheduling that varies by client program.

We provide industry‑leading training and opportunities for advancement into supervisor, trainer, quality assurance, and operations management roles.

• 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.

• At least 18 years of age; high school diploma or equivalent.
• Fluent in English and Spanish.
• Strong verbal and written communication skills.
• Basic computer proficiency, data entry experience, and 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 center experience.
• Previous experience supporting bilingual customer service programs.

• 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.
• Must be willing to submit to drug screening.

This job operates in a professional office environment. While performing the duties, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. Employee may occasionally be required to move around the office, 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 pounds.

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy applies to all aspects of employment. Contact Human Resources for accommodation requests.

MCI embraces differences and believes diversity benefits employees, the company, customers, and community. All aspects of employment at MCI are based on merit and qualifications. MCI maintains a work environment free from discrimination and ensures a diverse and equal‑opportunity work culture, and will provide reasonable accommodation to qualified employees with protected disabilities per applicable laws.