Representantes Bilingues en Ingles y Espanol Call Center

POSITION OVERVIEW

Tampa, FL.

MCI is one of the fastest-growing tech‑enabled business services companies in the USA, delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) solutions across multiple industries. We operate contact centers on‑site and remotely, using advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

We are looking for Customer Service Representatives to support inbound customer service, help desk, technical support, and back‑office processing for commercial and public‑sector projects. In this entry‑level role you will handle inquiries, troubleshoot basic technical issues, and assist callers with product and process related questions for well‑known brands. Excellent communication skills, reliability, and a willingness to learn on the job are required.

Compensation is commensurate with experience. Prior contact center experience is not required, but experience in customer service, technical support, inside sales, or back‑office support is a plus.

To be considered, complete a full application on our company careers page, including all screening questions and a brief pre‑employment test.

• Handle inbound and outbound contacts courteously, timely and professionally.
• Listen to customers, understand their needs, and resolve customer issues.
• Research systems to find missing information; coordinate with other departments as needed.
• Follow the processes of the Client program and perform all tasks professionally.
• Utilize systems and technology to complete account management tasks.
• Accurately document and process customer claims in appropriate systems.
• Follow all required scripts, policies, and procedures.
• Use knowledge base and training to answer customer questions accurately.
• Comply with confidential information and personal information requirements.
• Appropriately and, if needed, escalated customer issues to the managerial team.
• Ensure first‑call resolution through problem solving and effective call handling.
• Attend meetings and training, reviewing new material to stay up‑to‑date with 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.
• Excellent organizational, written, and oral communication skills.
• Ability to 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 punctuality and a regular attendance record.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Strong conflict‑resolution, problem‑solving, and negotiation aptitude.
• Customer‑service orientation: empathetic, responsive, patient, and conscientious.
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• Thrives in a fast‑paced environment with change and ambiguity.
• Excellent interpersonal skills and the ability to build relationships.

• One (1) 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.

• Paid Time Off:
  Earn PTO and paid holidays.
• Incentives & Rewards:
  Daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits:
  
  Full‑time employees eligible for comprehensive medical, dental, and vision coverage after 60 days; all employees eligible for MEC plans after 30 days.
• Retirement Savings:
  Availability of retirement savings programs where applicable.
• Disability Insurance:
  Short‑term disability coverage available.
• Life Insurance:
  Access to life insurance options.
• Supplemental Insurance:
  Accident and critical illness insurance.
• Career Growth:
  Internal promotion focus and significant advancement opportunities.
• Paid Training:
  Earn while you learn new skills.
• Team‑oriented work environment fostering collaboration and engagement.
• Casual Dress Code.

• Authorized to work in the country where the job is based.
• Willing to submit to a…