Job Details

Join to apply for the Remote Bilingual Customer Service Representative role at Mass Markets.

Get AI-powered advice on this job and more exclusive features.

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.

This position supports customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.

In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

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.

Key Responsibilities

• 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 as applicable; coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• Utilize knowledge base and training to accurately 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

Candidate Qualifications

We encourage positive, driven, and confident applicants to apply. Ideal candidates are highly motivated, energetic, and dedicated.

Qualifications

• 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
• 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 are 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

We offer competitive compensation based on experience, along with a variety of benefits and incentives, including paid time off, health benefits, retirement savings, disability and life insurance, career growth opportunities, paid training, and a fun, engaging work environment.

If you're ready to join a company that recognizes your contributions and supports your growth, apply today!

Physical Requirements

This job operates in a home office environment. You will be largely sedentary, sitting or standing for long periods while using a computer and telephone headset. You may occasionally need to move about the office to accomplish tasks, reach in any direction, or move objects up to 40 pounds.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Willing to submit to background checks, security investigations, and drug screening as required.

Equal Opportunity Statement

MCI is committed to a diverse and inclusive workplace and does not discriminate based on age, race, gender, disability, or other protected characteristics. We provide reasonable accommodations where needed.