Remote Bilingual Customer Service Representative

Job Summary

Remote Work-at-Home, Full-Time, Hourly + Bonus. This role supports customer service, technical support, and customer sales interactions for MCI’s contact center. You will interact with hundreds of customers weekly, resolve support issues, sell new products and services, and ensure a best‑in‑class customer experience.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problem solving and effective call handling
• Research systems to find missing information; coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• Utilize knowledge base and training to answer customer questions while following all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• 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

• Must be 18 years of age or older
• High school diploma or equivalent
• Fluent in both English and Spanish
• Excellent organizational, written, and oral communication skills
• Type swiftly and accurately (20+ words per minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• Evaluate, troubleshoot, and follow up on customer issues
• Aptitude for conflict resolution, problem‑solving, and negotiation
• Customer‑service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi‑task, stay focused, and self‑manage
• Strong team orientation and customer focus
• Thrive in a fast‑paced environment where change and ambiguity prevail
• Excellent interpersonal skills and ability to build relationships with team and customers

• One 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

• Must be authorized to work in the country where the job is based
• Must be willing to submit a Level II background and/or security investigation with a fingerprint. Job offers are contingent upon investigation results.
• Must be willing to submit to drug screening. Job offers are contingent upon screening results.

• Paid Time Off and paid holidays
• Daily and monthly contests with cash bonuses and prizes
• Comprehensive medical, dental, and vision coverage after 60 days (MEC after 30 days, subject to location)
• Retirement savings program where available
• Short‑term and life insurance
• Supplemental accident and critical illness insurance
• Career growth opportunities through internal promotion
• Paid training while earning a paycheck
• Casual dress code and flexible schedules

This job operates in a home office environment and is largely sedentary. The employee will be required to sit, stand for long periods, and operate a computer and telephone headset. The employee may occasionally need to move around the office and lift up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations unless undue hardship. If accommodations are needed, contact Human Resources.

At MCI we embrace differences, believe in diversity, and maintain a work environment free from discrimination. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements.