POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are looking for bilingual contact center representatives to support inbound and outbound customer service and sales projects for a wide variety of clients. You will be responsible for answering inbound and outbound calls, handling customer questions and complaints, and seizing opportunities to upsell products when they arise. Candidates should have a social and positive demeanor, a strong work ethic, and have a track record of working well with customers. We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management.

Schedules vary by site and project. This is an on-site, entry-level position. Prior contact center experience isn't required; candidates experienced in customer service industries such as servers, bartenders, and retail associates are encouraged to apply!

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

SALARY

$12.50 / hour

POSITION RESPONSIBILITIES

WHAT DOES A BILINGUAL CONTACT CENTER REPRESENTATIVE DO?

This position supports customer service and sales oriented interactions that requires you to interact with hundreds of people each week answering incoming calls and making outgoing calls to consumers.

Call Center Representatives professionally manage a variety of accounts, taking inbound requests and making outbound calls on behalf of some of the most recognized brands in the world.

Key Responsibilities:

• Handle inbound and outbound contacts in a courteous, timely, and professional manner

• Listen to customers, understand their needs, and resolve customer issues

• Utilize systems and technology to complete account management tasks

• Recognize sales opportunity and apply sales skills to upgrade

• Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.

• Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable

• Follow processes of the client program and perform all tasks in a courteous and professional manner

• Respond effectively to all forms of inbound and outbound contacts, provide responses to questions, and in specific instances, refer callers to the appropriate supervisor, county, or state agency representatives for service and/or when problems or concerns occur

• Investigate and resolve complex and escalated issues resulting from multiple channels.

• Complete research of beneficiary contact history and report findings to management.

• Listen to contacts, understand their needs, and resolve issues

• 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

• Utilize knowledge base and training to accurately answer customer questions and maintain updated knowledge of the program including its policies and procedures.

• Comply with requirements surrounding confidential information and personal information

• Appropriately escalate customer issues with the managerial team

• Escalate customer issues to the appropriate staff and managerial for resolution as needed.

• Ensure first call resolution through problems solving and effective call handling

• Attend meetings and trainings 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

• Perform other duties as assigned by management.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications

• Must be 18 years of age or older

• High school diploma or equivalent

• Excellent organizational, written, and oral communication skills

• The ability to type swiftly and accurately (20+ words a 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

• The ability to evaluate, troubleshoot, and follow-up on customer issues

• An aptitude for conflict resolution, problem-solving, and negotiation

• Must be customer service oriented (empathetic, responsive, patient, and conscientious)

• Ability to multi-task, stay focused, and self-manage

• Strong team orientation and customer focus

• The ability to thrive in a fast-paced environment where change and ambiguity prevalent

• Excellent interpersonal skills and the ability to build relationships with your team and customers

  Preferred (Not Required)

• 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

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. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.

• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!

• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.

• Retirement Savings: Secure your future with retirement savings programs, where available.

• Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.

• Life Insurance: Access life insurance options to safeguard your loved ones.

• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.

• Paid Training: Learn new skills while earning a paycheck.

• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.

• Casual Dress Code: Be comfortable while you work.

  Compensation & Benefits that Fit Your LifeMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

  If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

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.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

................

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.

ID2024-43575

Updated Date12/18/2024

DepartmentBilingual Call Center Positions

ScheduleMultiple Options

BonusYes

Wage DescriptionCommensurate | Base + Bonus & Benefits

EducationHigh School Diploma/GED

Min. Years Experience0

Company/BrandMCI

Location : LocationUS-NM-Las Cruces

Career LevelExperienced

Employment TypeFull-Time & Part-Time

Reports ToSupervisor