Bilingual Toll Customer Service 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 are seeking Bilingual Toll Customer Service Representatives to provide in-person and phone support for the Tampa Hillsborough Expressway Authority . In this role, you’ll assist customers with toll-related inquiries, including account discrepancies, payment processing, and general questions. If you’re fluent in English and Spanish , customer-focused, and eager to grow in a fast-paced environment, we’d love to hear from you.

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 our Tampa facility.
• Assist customers with toll account resolutions, payments, and inquiries.
• Process transactions using toll operations back-office systems.
• Handle walk-up and inbound customer service interactions, including complaints and service requests.
• Collaborate with team members to enhance the overall customer experience.
• Respond to incoming calls and resolve issues efficiently and professionally.
• Complete end-of-day deposits and balancing reports.
• Maintain punctuality and adhere to assigned work schedules.

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 organizational, written, and verbal communication skills.
• Ability to work shifts aligned with toll operations hours, including weekends and holidays.
• Experience with non-cash payment processing systems.
• Ability to troubleshoot and follow up on customer issues.
• Skilled in conflict resolution, problem-solving, and negotiation.
• Customer-oriented: empathetic, patient, and responsive.
• Capable of multitasking and self-management.
• Strong team player with excellent interpersonal skills.

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