Inbound Toll Collections Agent (Entry-Level)

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 are seeking friendly and dependable Customer Service Representatives to support both inbound calls and walk-up customer inquiries at our Bay City, Michigan toll booth offices. In this role, you’ll assist customers with account setup, payment processing, and general questions or concerns, ensuring a smooth and positive experience.

This is an entry-level, on-site position ideal for individuals with strong communication skills and a passion for helping others. While prior experience in customer service, tech support, inside sales, or administrative support is a plus, it’s not required. We’re looking for team players who are eager to learn and grow on the job.

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 welcoming face of toll operations at the Bay City facility
• Assist customers with setting up new accounts and addressing inquiries or concerns
• Process payments using toll operations back-office systems
• Handle in-person customer issues related to toll activities, complaints, and account management
• Support incoming customer service calls and resolve issues professionally
• Collaborate with team members to enhance the overall customer experience
• Perform end-of-day shift balancing and deposit reporting
• Maintain consistent attendance and adhere to scheduled shifts

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

It's about building relationships and turning the knowledge; you gain in training into customer wins. Representatives make a difference to customers and the company, providing first in class customer service. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Required

• Must be 18 years of age or older
• High school diploma or equivalent
• Proficient in computer-based data entry
• Fluent in English (spoken and written)
• Strong organizational, verbal, and written communication skills
• Availability to work shifts, including weekends
• Experience handling cash using computerized systems
• Ability to troubleshoot and follow up on customer issues
• Skilled in conflict resolution, problem-solving, and negotiation
• Customer-focused, empathetic, and patient
• Able to multitask, stay focused, and manage time independently
• Team-oriented with a strong commitment to service excellence
• Excellent interpersonal skills and the ability to build rapport with customers and colleagues