Job Details

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

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

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.

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

Qualifications

Ideal candidates are highly motivated, energetic, and dedicated. We provide all new employees with world-class training, so positive, driven, and confident applicants are encouraged to apply. This role relies on building relationships and applying training knowledge to achieve customer satisfaction.

• 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
• Typing speed of 20+ words per minute
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows OS
• Reliable with good attendance and punctuality
• Ability to evaluate, troubleshoot, and follow-up on customer issues
• Conflict resolution, problem-solving, negotiation skills
• Customer service oriented (empathetic, responsive, patient, conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• Ability to thrive in a fast-paced, changing environment
• Excellent interpersonal skills and relationship-building abilities

Preferred Qualifications

• One year of experience in customer service, technical support, inside sales, or related roles in a contact center environment
• State or Federal work experience

Compensation & Benefits

Starting compensation varies based on experience. We offer benefits including paid time off, incentives, health coverage, retirement plans, disability and life insurance, career growth opportunities, paid training, and a fun, engaging environment. Specific benefits may vary by location.

Physical Requirements

This job operates in a home office environment. It involves sitting/standing for long periods, using a computer and phone headset, and occasionally moving or exerting force up to 40 pounds.

Conditions of Employment

• Must be authorized to work in the job's country
• Willing to submit to background checks, security investigations, and drug screening

Equal Opportunity

We embrace diversity and are committed to providing a work environment free from discrimination and harassment. We consider all qualified applicants regardless of protected characteristics and provide reasonable accommodations as required by law.