Note: The job is a remote job and is open to candidates in USA. MCI is a tech-enabled business services company providing customer experience, business process outsourcing, and cloud technology solutions. The Remote Bilingual Customer Service Representative handles inbound and outbound customer interactions, resolves support issues, processes claims, provides technical support and sales assistance, and ensures a positive customer experience.
Responsibilities
- Handle inbound and outbound contacts in a courteous, timely, and professional manner
- Ensure first call resolution through problems 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
Skills
- 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 prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
- Must be authorized to work in the country where the job is based
- This job operates in a home 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
- 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
Benefits
- Remote work-at-home arrangement
- 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 60 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-term disability coverage is available to help protect you during unexpected challenges.
- Life Insurance: Access life insurance options to safeguard your loved ones.
- Supplemental Insurance: Accident and critical illness insurance
- 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.
Company Overview