Inbound Toll Collections Processing Agent

LOCATION

Dallas, TX

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. 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 position that offers on‑the‑job paid training. 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. Candidates should be highly reliable, have great communication skills and be willing to constantly learn 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.

POSITION 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 with the managerial team. Escalate customer issues to the appropriate staff and managerial for resolution as needed. 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 – REQUIRED

Must be 18 years of age or older. High school diploma or equivalent. Experience with data‑entry utilizing a computer. The ability to read and speak English fluently. Have a wired, high‑speed internet connection (download speed of 20 Mbps+). Excellent organizational, written, and oral communication skills. The ability to type swiftly and accurately (20 + words per 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. The ability to evaluate, troubleshoot, and follow up on customer issues. An aptitude for conflict resolution, problem solving, and negotiation. Must be customer service oriented (empathetic, responsive, patient, and conscientious). Ability to multi‑task, stay focused, and self‑manage. Strong team orientation and customer focus. The ability to thrive in a fast‑paced environment where change and ambiguity are prevalent. Excellent interpersonal skills and the ability to build relationships with your team and customers.

CANDIDATE QUALIFICATIONS – PREFFERED (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

All MCI Locations 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 & BENEFITS

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.

DIVERSITY & EQUALITY

MCI embraces differences and believes diversity benefits employees, customers, and the community. All aspects of employment are based solely on merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. #J-18808-Ljbffr MCI