Inbound Customer Service Representative (Tolling)

LOCATION

Tampa, FL

POSITION 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 looking for Customer Service Representatives to support inbound customer service. In this role, you will handle inbound inquiries, troubleshoot customer disputes, process payments, and assist callers with process‑related inquiries professionally. This is an entry‑level, on‑site position located at our Tampa ValorVIP (MCI Company) office. Compensation is commensurate with experience and while prior contact center experience isn’t required, experience in customer service, tech support, inside sales, or back‑office support is a plus. Training is paid and the position offers multiple advancement opportunities, incentives, and full benefits. Candidates should be highly reliable, have great communication skills, and be willing to constantly learn on the job.

POSITION RESPONSIBILITIES

This position supports customer service, technical support, and customer sales interactions. This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best‑in‑class customer experience. In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day. Key Responsibilities: Handle inbound and outbound contacts in a courteous, timely, and professional manner Listen to customers, understand their needs, and resolve customer issues Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable Follow the processes of the Client program and perform all tasks in a courteous and professional manner Utilize systems and technology to complete account management tasks Accurately document and process customer claims in appropriate systems Follow all required scripts, policies, and procedures Utilize knowledge base and training to accurately answer customer questions Comply with requirements surrounding confidential information and personal information Appropriately elevate customer issues to the managerial team Ensure first call resolution through problem solving and effective call handling Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes Adhere to all attendance and work schedule requirements

CANDIDATE QUALIFICATIONS

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 over‑the‑phone customer service, sales, and technical support. Required Must be 18 years of age or older High school diploma or equivalent Experience with data‑entry utilizing a computer Ability to read and speak English fluently Have a wired, high‑speed internet connection (Download speed of 20Mbps+) Excellent organizational, written, and oral communication skills Ability to type swiftly and accurately (20+ words a minute) Ability to work regularly scheduled shifts within our hours of operation including the training period Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications Highly reliable with the ability to maintain regular attendance and punctuality Ability to evaluate, troubleshoot, and follow up on customer issues Appetite for conflict resolution, problem solving and negotiation Customer service oriented (empathetic, responsive, patient, and conscientious) Ability to multi‑task, stay focused, and self‑manage Strong team orientation and customer focus Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent Excellent interpersonal skills and ability to build relationships with your team and customers Preferred (Not Required) One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment Work at home experience State or Federal work experience

CONDITIONS OF EMPLOYMENT

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.

COMPENSATION DETAILS

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What You Can Expect from MCI: Paid Time Off: Earn PTO and paid holidays to take the time you need. Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars! Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location. Retirement Savings: Secure your future with retirement savings programs, where available. Disability Insurance: Short‑term disability coverage is available to help protect you during unexpected challenges. Life Insurance: Access life insurance options to safeguard your loved ones. Supplemental Insurance: Accident and critical illness insurance Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities. Paid Training: Learn new skills while earning a paycheck. Fun, Engaging Work Environment: Enjoy a team‑oriented culture that fosters collaboration and engagement. Casual Dress Code: Be comfortable while you work.

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 regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. #J-18808-Ljbffr MCI