Bilingual Toll Collection Agent

Job Description

Job Description

Overview

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 hiring a Bilingual Toll Collection Agent to support both inbound phone calls and walk-up customer inquiries related to the Tampa Hillsborough Expressway Authority. In this role, you’ll assist customers with toll account issues, payment processing, and general questions delivering a helpful and professional experience in both English and Spanish .

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.

Responsibilities

Key Responsibilities:

• Serve as the friendly and professional face of toll operations at our Tampa facility.
• Assist walk-in and phone customers with toll account resolutions, payments, and inquiries.
• Process payments using toll operations back-office systems.
• Handle customer complaints and escalate complex issues as needed.
• Maintain accurate records of customer interactions and transactions.
• Collaborate with customer service team members to enhance service quality.
• Complete end-of-day deposits and balancing reports.
• Adhere to scheduled shifts and attendance requirements.

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

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:

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.
• Ability to multitask, stay organized, and manage time independently.
• Team-oriented with a commitment to service excellence.

Preferred

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