Bilingual Tollway Customer Service Specialist

POSITION OVERVIEW

Tampa, FL We are currently hiring a Bilingual Tollway Customer Service Specialist to support inbound calls and walk‑up customer inquiries for the Tampa Hillsborough Expressway Authority. This customer‑facing role focuses on toll account issues, payment processing, and general support to deliver a positive experience for each visitor and caller.

KEY RESPONSIBILITIES

Serve as the welcoming face of toll operations at facility offices. Respond to customer inquiries regarding toll balances, account discrepancies, and general concerns. Process payments using toll operations back‑office systems. Handle in‑person customer interactions, including complaints and service requests. Support inbound customer service calls and resolve issues efficiently. Collaborate with team members to enhance the overall customer experience. Complete end‑of‑day deposits and balancing reports. Follow attendance and scheduling requirements consistently.

QUALIFICATIONS

Must be 18 years or older. High school diploma or equivalent. Fluent in English and Spanish (spoken and written). Experience with computer‑based data entry. Strong written, verbal, and interpersonal communication skills. Ability to work shifts aligned with toll operations hours, including weekends and holidays. Experience with non‑cash payment processing systems. Skilled in troubleshooting, conflict resolution, and customer follow‑up. Customer‑focused: empathetic, patient, and responsive. Capable of multitasking and self‑management in a fast‑paced environment. Team‑oriented with a commitment to service excellence.

PREFERRED EXPERIENCE

Experience in customer service, inside sales, problem‑solving, or back‑office support. Familiarity with tolling systems or public infrastructure services.

CONDITIONS OF EMPLOYMENT

All MCI locations: Must be authorized to work in the country where the job is based. Subject to the program and location of the position: Must be willing to submit to a Level II background and/or security investigation with a fingerprint, and to a drug screening. Job offers are contingent on the results of these investigations.

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.

REASONABLE ACCOMMODATION

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 applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All employment is 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. 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. #J-18808-Ljbffr MCI