Bilingual Contact Center Representative (Full-Time
Company: MCI Careers
Location: Las Cruces
Posted on: May 26, 2023
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Job Description:
LOCATION: Las Cruces, NM JOB TYPE: Full-Time & Part-Time PAY
TYPES: Hourly + Bonus SALARY: $13.25 - $17.25 / hour BENEFITS &
PERKS: LOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical,
Dental, Vision, Life Insurance, Retirement, Advancement
Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual
Dress Code, Regular Raises APPLICATION DETAILS: No Resume Required,
Entry-Level 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.-: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.CANDIDATE 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
experienceCONDITIONS OF EMPLOYMENT: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.COMPENSATION DETAILS: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,
TV's, 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 ContestsPHYSICAL 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.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.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, and discipline. 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.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 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).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 MCI's response to COVID-19
please visit www.mci.world/covid-19.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.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.
Keywords: MCI Careers, Las Cruces , Bilingual Contact Center Representative (Full-Time, Other , Las Cruces, New Mexico
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