Remote Bilingual Customer Service Agent (Spanish)

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We’re looking for a proactive and customer-focused Remote Bilingual Customer Service Agent fluent in Spanish and English to support a diverse range of client programs. In this role, you’ll engage with customers via phone, chat, and email resolving issues, answering questions, and delivering exceptional service across multiple channels.

If you’re a natural communicator with a passion for helping others and a knack for problem-solving, this is your opportunity to grow in a fast-paced, remote-friendly environment.

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.

Handle inbound and outbound calls, chats, and emails with professionalism and empathy.

Actively listen to customer concerns and provide accurate, timely solutions.

Research and resolve account issues by coordinating with internal departments.

Follow client-specific processes, scripts, and compliance protocols.

Use CRM and support platforms to manage customer interactions and update records.

Escalate unresolved issues to supervisors when necessary.

Ensure first-contact resolution through effective troubleshooting and communication.

Stay current with training materials, system updates, and product knowledge.

Maintain confidentiality and protect customer data.

Meet attendance, schedule, and performance expectations.

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

Must be 18 years or older.

High school diploma or equivalent.

Fluent in Spanish and English (spoken and written).

Minimum 6 months of experience in voice, email, and chat support as a Spanish-speaking agent.

Strong written and verbal communication skills.

Typing speed of 40+ WPM with 95% accuracy.

Grammar assessment score ≥ 85% and comprehension score ≥ 90%.

Familiarity with Windows PC applications and ability to learn new systems.

Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).

Experience with CRM platforms is a plus.

Strong problem-solving, conflict resolution, and negotiation skills.

Ability to multitask, self-manage, and adapt to change.

Reliable with consistent attendance and punctuality.

Flexibility to work shifts, including weekends and holidays.

Experience in customer service, technical support, or administrative roles in a contact center environment.

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 ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. 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 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: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We’re looking for a proactive and customer-focused Remote Bilingual Customer Service Agent fluent in Spanish and English to support a diverse range of client programs. In this role, you’ll engage with customers via phone, chat, and email resolving issues, answering questions, and delivering exceptional service across multiple channels.

If you’re a natural communicator with a passion for helping others and a knack for problem-solving, this is your opportunity to grow in a fast-paced, remote-friendly environment.

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.

Handle inbound and outbound calls, chats, and emails with professionalism and empathy.

Actively listen to customer concerns and provide accurate, timely solutions.

Research and resolve account issues by coordinating with internal departments.

Follow client-specific processes, scripts, and compliance protocols.

Use CRM and support platforms to manage customer interactions and update records.

Escalate unresolved issues to supervisors when necessary.

Ensure first-contact resolution through effective troubleshooting and communication.

Stay current with training materials, system updates, and product knowledge.

Maintain confidentiality and protect customer data.

Meet attendance, schedule, and performance expectations.

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

Must be 18 years or older.

High school diploma or equivalent.

Fluent in Spanish and English (spoken and written).

Minimum 6 months of experience in voice, email, and chat support as a Spanish-speaking agent.

Strong written and verbal communication skills.

Typing speed of 40+ WPM with 95% accuracy.

Grammar assessment score ≥ 85% and comprehension score ≥ 90%.

Familiarity with Windows PC applications and ability to learn new systems.

Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).

Experience with CRM platforms is a plus.

Strong problem-solving, conflict resolution, and negotiation skills.

Ability to multitask, self-manage, and adapt to change.

Reliable with consistent attendance and punctuality.

Flexibility to work shifts, including weekends and holidays.

Experience in customer service, technical support, or administrative roles in a contact center environment.

Must be authorized to work in the country where the job is based.

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 results.

Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

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.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible 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 qualified applicants with criminal histories for employment 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, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

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.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.