Remote Bilingual Call Center Representative - Spanish-English

Position Overview

Mass Markets is seeking a Remote Bilingual Call Center Representative fluent in both English and Spanish. This role involves handling inbound and outbound calls, troubleshooting basic technical issues, building customer relationships, and upselling products and services while delivering exceptional service. The position is fully remote, allowing employees to work from home.

• Handle inbound and outbound calls with professionalism, empathy, and efficiency.
• Listen actively to understand customer needs and provide accurate solutions.
• Use internal systems to manage accounts, process claims, and update records.
• Follow scripts and procedures to ensure compliance and consistency.
• Escalate complex issues to supervisors when necessary.
• Maintain confidentiality and protect customer data.
• Stay current with training materials, system updates, and product knowledge.
• Meet performance goals including first‑call resolution and customer satisfaction.

• High school diploma or GED.
• Fluent in English and Spanish (spoken and written).
• Strong typing skills (20+ WPM) and data entry experience.
• Excellent communication, organization, and problem‑solving abilities.
• Ability to work scheduled shifts, including weekends and holidays.
• Basic knowledge of Microsoft Office Suite and Windows applications.
• Reliable internet connection (20 Mbps+ download speed) for remote roles.
• Customer‑first mindset: empathetic, patient, and solution‑oriented.
• Ability to multitask, self‑manage, and thrive in a dynamic environment.
• Team‑oriented with strong interpersonal skills.

• 1 + year of experience in customer service, technical support, inside sales, chat, or administrative roles in a contact center.

• Authorized to work in the country where the job is based.
• Willing to submit to a Level II background and/or security investigation with fingerprint; job offers contingent on results.
• Willing to submit to drug screening; job offers contingent on results.

Starting compensation is based on experience. Benefits include:

• Paid Time Off (PTO) and paid holidays.
• Incentives & rewards through contests (cash bonuses, prizes).
• Health benefits:
  
  medical, dental, vision coverage after 60 days (full‑time) and access to MEC plans after 30 days.
• Retirement savings programs where available.
• Disability insurance (short‑term).
• Life insurance options.
• Supplemental insurance (accident and critical illness).
• Career growth opportunities with emphasis on internal promotions.
• Paid training while earning a paycheck.
• Fun, engaging work environment; casual dress code.

MCI and its subsidiaries embrace diversity and are committed to providing equal employment opportunities. All employment decisions are based on merit and qualifications. The company does not discriminate on the basis of age, ancestry, color, disabilities, gender identity, national origin, or any other protected characteristic, and it provides reasonable accommodations for qualified individuals with disabilities.

MCI is a leading tech‑enabled business services company offering customer experience (CX), business process outsourcing (BPO), and anything‑as‑a‑service (XaaS) solutions across industries. With remote and on‑site contact centers, MCI supports clients worldwide and promotes continuous learning and career development for its employees.