Bilingual Federal Call Center Agent; Spanish

Position: Bilingual Federal Call Center Agent (Spanish)
LOCATION

Wichita, KS

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are seeking dedicated and compassionate Bilingual Call Center Agent (Spanish) to join our team. In this role, you will play a vital part in assisting individuals impacted by severe flooding. This position is an excellent opportunity for those who are passionate about providing exceptional customer support and helping communities recover during challenging times.

Fluency in both English and Spanish is required.

This position involves working on a U.S. Federal Contract, and strict compliance with federal guidelines and protocols is mandatory. Candidates must demonstrate the ability to perform duties with precision and maintain confidentiality at all times. Candidates must pass a Level 2 fingerprint background check.

Work Schedule:

* Hours of Operation: 7:00 AM to 7:00 PM CST

* Available

Shifts:

* 7:00 AM to 4:00 PM CST

* 10:00 AM to 7:00 PM CST

* Flexibility to work assigned shifts is required.

Training:

* A comprehensive 6-week training program is provided.

* Attendance for the full duration of the training is mandatory; no time off is allowed during this period.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

* ------------
- POSITION RESPONSIBILITIES

Key Responsibilities:

* Assist callers impacted by severe flooding, providing empathetic and effective support.

* Respond to customer inquiries and provide accurate and helpful information.

* Resolve customer issues in a timely and professional manner.

* Document all interactions thoroughly and accurately.

* Maintain confidentiality and handle sensitive information appropriately.

* Escalate complex issues to the appropriate department or supervisor as needed.

* Provide follow-up communication to ensure customer satisfaction.

* Stay informed about company policies, procedures, and service updates.

* Participate in team meetings and training sessions to enhance service quality.

* Offer feedback and suggestions to improve customer service processes.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

* High school diploma or equivalent; college education is a plus.

* Strong communication and problem-solving skills.

* Fluency in both English and Spanish

* Previous customer service experience preferred.

* Ability to handle high-stress situations calmly and effectively.

* Must pass a Level 2 fingerprint background check.

CONDITIONS OF EMPLOYMENT

All MCI Locations

* Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

* Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.

* Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time.…