Customer Service Representative (Toll)

Customer Service Representative

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 walk-up customer inquiries, new account setup and MOV pass tag issuance at Parkersburg Memorial Bridge facilities. In this role, you will assist with new account set up, payment processing, general questions, and concerns.

This is an entry-level, on-site position. 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.

Key Responsibilities:

• Be the face and smile of toll collection operations at the Parkersburg Memorial Bridge facility offices.
• Assist customers with new account setup, questions, and concerns
• Process payments utilizing the toll operations back-office systems
• Manage in-person customer related inquiries regarding toll activities, complaints, etc.
• Collaborate with customer service professionals to improve to overall customer experience
• Assisting with incoming customer service phone calls to resolve issues
• Complete end of day/shift deposits and balancing reports
• Adhere to all attendance and work schedule requirements

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
• Experience with data-entry utilizing a computer
• The ability to read and speak English fluently
• Excellent organizational, written, and oral communication skills
• Ability to work shifts that will likely include weekends
• Cash handling experience on a computerized system
• 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
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

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.

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.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.