Bilingual Contact Center Representative (Full-Time & Part-Time)
Company: MCI Military Recruitment
Location: Las Cruces
Posted on: January 22, 2023
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Job Description:
POSITION OVERVIEW:
BILINGUAL CONTACT CENTER REPRESENTATIVE SUPPORTING COMMERCIAL AND
PUBLIC SECTOR CLIENTSWe 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;
however, we can usually find something that works for everyone.
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.
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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.
.Essential DutiesHandle inbound and outbound contacts in a
courteous, timely, and professional mannerListen to customers,
understand their needs, and resolve customer issuesUtilize systems
and technology to complete account management tasksRecognize sales
opportunity and apply sales skills to upgradeRespond 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 applicableFollow processes
of the client program and perform all tasks in a courteous and
professional mannerRespond 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 occurInvestigate 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 issuesUtilize systems
and technology to complete account management tasksAccurately
document and process customer claims in appropriate systemsFollow
all required scripts, policies, and proceduresUtilize 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 informationAppropriately escalate customer
issues with the managerial teamEscalate customer issues to the
appropriate staff and managerial for resolution as needed.Ensure
first call resolution through problems solving and effective call
handlingAttend meetings and trainings and review all new training
material to stay up-to-date on changes to program knowledge,
systems, and processesAdhere to all attendance and work schedule
requirementsPerform other duties as assigned by management.
STANDARD QUALIFICATIONS:
WONDER IF YOU ARE A GOOD FIT?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.QualificationsMust be 18
years of age or olderHigh school diploma or equivalentExcellent
organizational, written, and oral communication skillsThe 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 systemHighly reliable with the
ability to maintain regular attendance and punctualityThe ability
to evaluate, troubleshoot, and follow-up on customer issuesAn
aptitude for conflict resolution, problem-solving, and
negotiationMust be customer service oriented (empathetic,
responsive, patient, and conscientious)Ability to multi-task, stay
focused, and self-manageStrong team orientation and customer
focusThe ability to thrive in a fast-paced environment where change
and ambiguity prevalentExcellent interpersonal skills and the
ability to build relationships with your team and
customersPreferred (Not Required)One (1) year of experience in
customer service, technical support, inside sales, back-office,
chat, or administrative support in a contact center
environmentState or Federal work experience
CONDITIONS:
Must be authorized to work in their country of residence (The
United States or Canada)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
resultsMust be willing to submit to drug screening. Job offers are
contingent on drug screening results.
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.
WORK FROM HOME REQUIREMENTS:
COMPENSATION, BENEFITS, INCENTIVES, AND REWARDS:
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?We believe that hard
work should pay off, so we make sure that our compensation and
total rewards are competitive. Standard starting compensation is
commensurate with experience. Regular reviews and raises are
awarded based on tenure and performance, so our employees make more
each year.Employees earn paid time off as well as paid holidays and
paid training opportunities.Regular daily, weekly and monthly
incentives are part of the overall compensation our team members
enjoy and include monetary incentive and prizes such as computers,
tablets, phones, TVs, trips, tickets, and even cars.In addition to
our standard group benefits offering for full-time employees
following 90-days of employment, all employees are eligible to opt
for our MEC medical plan after only 30-days of employment. Benefits
options and plans vary slightly by location.JUST A FEW OF THE
BENEFITSMedical, Dental, and Vision Coverage OptionsPaid
Time-OffRegular RaisesAdvancement OpportunityFun, Engaging Work
EnvironmentCasual Dress CodeCash and Prize Contests
DIVERSITY AND EQUALITY:
At MCI and its subsidiaries, we embrace differences and believe
diversity is a benefit to our employees, our company, our
customers, and our 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, one where employees
are treated with dignity and respect. All employees share in the
responsibility 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 for employment qualified applicants with criminal
histories 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, anddiscipline. In addition, it is the policy of MCI to
provide reasonable accommodation to qualified employees who have
protected disabilities to the extent required by applicable laws,
regulations, and ordinances where an employee works.
REASONABLE ACCOMMODATION:
Consistent with the Americans with Disabilities Act (ADA) it is the
policy of MCI and affiliates to provide reasonable accommodation
when requested by a qualified applicant or employee with a
disability unless such accommodation would cause undue hardship.
The policy regarding requests for reasonable accommodation applies
to all aspects of employment. If reasonable accommodation is
needed, please contact Kate Murph, Vice President of Human
Resources, kate.murph@mci.world.
REGARDING COVID-19:
As an employer supporting critical Federal, State, Provincial, and
Commercial clients, we have taken steps to ensure that we remain
operational while taking every precaution possible to prevent the
spread of COVID-19 and keep our employees safe.Measures include
social distancing for those working on-site, frequent deep cleaning
and disinfecting of workstations and common areas, daily
contactless temperature checks for those essential employees
working on-site, travel policies limiting travel and mandatory
quarantine, reporting and quarantine processes and policies for
those exposed, and requesting masks to be worn when on-site
employees are not at their workstation.For more information on MCIs
response to COVID-19 please visit www.mci.world/covid-19.
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
Iowas 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. MCIs subsidiaries had
previously made Inc. Magazine's List of Fastest-Growing Companies
15 times respectively. MCI has fifteen business process outsourcing
service delivery facilities in Iowa, Georgia, Florida, Texas,
Massachusetts, New Hampshire, South Dakota, New Mexico, California,
Kansas, and Nova Scotia. 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 a 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:
GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney
Call Center, OnBrand24, and Valor Intelligent Processing (VIP).
DISCLAIMER:
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 upon 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 a contract
for employment, and either you or the employer may terminate
employment at any time, for any reason.
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Keywords: MCI Military Recruitment, Las Cruces , Bilingual Contact Center Representative (Full-Time & Part-Time), Other , Las Cruces, New Mexico
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