Job Overview OneMCI, a leading provider of outsourced customer experience solutions, is seeking a dedicated Spanish Customer Service Representative to join our Wichita, Kansas team. In this role, you will provide top-tier support to Spanish-speaking customers, handling inquiries, resolving issues, and ensuring a positive experience across multiple channels. As a key member of our customer service team, you will contribute to our mission of delivering outstanding service that drives customer loyalty and business growth. Key Responsibilities You will manage inbound customer interactions in Spanish, including phone calls, emails, chats, and tickets, troubleshooting issues related to products, services, billing, and technical support. Accurately document all interactions in our CRM system, escalate complex cases to appropriate teams, and follow up to ensure resolution. Meet or exceed performance metrics such as average handle time, first call resolution, customer satisfaction scores (CSAT), and quality assurance standards. Actively participate in team meetings, training sessions, and process improvement initiatives to enhance service delivery. Maintain a professional and empathetic demeanor, adapting communication styles to diverse customer needs while upholding company policies and confidentiality. Required Qualifications High school diploma or equivalent required; associate's or bachelor's degree in communications, business, or related field preferred. Fluency in Spanish and English, both written and spoken, is mandatory. At least 1-2 years of customer service experience in a call center or similar environment, with proven ability to handle high-volume interactions. Familiarity with customer service software, CRM tools like Zendesk or Salesforce, and basic Microsoft Office applications. Ability to pass background checks, drug screening, and any required language proficiency assessments. Skills Excellent verbal and written communication in Spanish and English, with strong active listening and problem-solving abilities. Proficiency in multitasking, managing multiple systems simultaneously, and working under pressure in a fast-paced setting. High emotional intelligence to de-escalate upset customers and build rapport quickly. Detail-oriented with strong organizational skills and a commitment to accuracy in data entry. Adaptability to shifting priorities, tech-savviness for learning new tools, and a team-player mindset with positive attitude. Company Info OneMCI is a global leader in customer experience management, serving Fortune 500 clients across industries like telecom, healthcare, finance, and retail. With operations in multiple U.S. locations including Wichita, Kansas, we pride ourselves on fostering a supportive, inclusive workplace that values diversity and employee well-being. Our Wichita center features modern facilities equipped with the latest technology to support high-performance teams. Benefits We offer competitive compensation with performance-based incentives, comprehensive health insurance including medical, dental, and vision plans, 401(k) retirement savings with company match, paid time off, holiday pay, and employee assistance programs. Additional perks include tuition reimbursement, wellness programs, gym discounts, and team-building events to promote work-life balance. Growth Opportunities At OneMCI, career advancement is a priority. Start as a Customer Service Representative and progress to roles like Team Lead, Supervisor, Quality Analyst, or Trainer through our robust internal training programs and mentorship opportunities. We invest in your development with ongoing certifications, leadership workshops, and clear promotion paths based on performance and potential.