Remote Bilingual Call Center Representative - Spanish-English

Remote Bilingual Call Center Representative – Spanish-English

Join Mass Markets as a remote bilingual call center representative. We are looking for fluent English and Spanish speakers to provide exceptional customer support across various industries.

MCI is a fast‑growing tech‑enabled business services company. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and cloud technology solutions to a wide range of sectors. Our contact centers are powered by on‑site and remote agents, using advanced technologies to enhance customer journeys.

LOCATION: Remote (Work‑at‑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).
• 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.

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

Starting compensation is based on experience. We offer a comprehensive benefits package, including paid time off, incentives, medical, dental, vision, retirement savings, disability insurance, life insurance, supplemental insurance, career growth opportunities, and paid training.

Employees will work in a professional office environment. Tasks include sitting/standing for long periods, using a computer and telephone headset, operating office equipment, and occasionally moving objects up to 40 pounds.

We provide reasonable accommodations for qualified applicants with disabilities unless causing undue hardship. Contact Human Resources for accommodation requests.

We embrace diversity and maintain a discrimination‑free workplace. MCI will consider qualified applicants with criminal histories per legal requirements. We comply with all applicable EEO laws.

MCI helps customers with CX and DX challenges, offering business process outsourcing, staff augmentation, contact center services, and IT services. Since 2019, MCI has been recognized as a fast‑growing company and employs over 10,000 professionals across multiple regions.