Bilingual Call Center Representative; Fluent in Spanish & English

Bilingual Call Center Representative (Fluent in Spanish & English)

Join to apply for the Bilingual Call Center Representative (Fluent in Spanish & English) role at Mass Markets.

Location:

Tampa, FL

We are looking for bilingual call center representatives to support inbound customer service, help desk, technical support, and back‑office processing for commercial and public sector positions. In this entry‑level role you will handle inbound inquiries, troubleshoot basic technical issues, and assist callers with product and process related inquiries. Candidates should have excellent communication skills, be willing to learn on the job, and be highly reliable.

Compensation is commensurate with experience; on‑job paid training is provided.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Research systems to find missing information and coordinate with other departments to resolve issues
• Follow the processes of the client program and perform all tasks in a courteous and professional manner
• Utilize systems and technology to complete account management tasks
• Accurately document and process customer claims in appropriate systems
• Follow all required scripts, policies, and procedures
• Utilize knowledge base and training to accurately answer customer questions
• Comply with requirements surrounding confidential and personal information
• Appropriately elevate customer issues to the managerial team as needed
• Ensure first‑call resolution through problem solving and effective call handling
• Attend meetings and training and review all new training material to stay up‑to‑date on program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

WONDER IF YOU ARE A GOOD FIT?

Ideal candidates are highly motivated, energetic, and dedicated. Below are the required qualifications.

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data‑entry utilizing a computer
• The ability to read and speak English fluently
• Have a wired, high‑speed internet connection (download speed of 20
  
  Mbps+)
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words per minute)
• Ability to work regular scheduled shifts within our hours of operation, including the training period
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications, and the ability to learn new complex applications
• 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

• 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

All MCI Locations

• Must be authorized to work in the country where the job is based.
• Must be willing to submit a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

• Paid Time Off:
  Earn PTO and paid holidays.
• Incentives & Rewards:
  Participate in contests that include cash bonuses and prizes.
• Health Benefits:
  
  Full‑time employees eligible for comprehensive medical, dental, and…