Bilingual Toll Customer Service Agent

BILINGUAL CUSTOMER SERVICE REPRESENTATIVEMCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.We are looking for Bilingual Customer Service Representatives to support inbound calls and walk-up customer inquiries regarding Tampa Hillsborough Expressway Authority. In this role, you will assist with outstanding toll balances, payment processing, resolution of account discrepancies, general questions, and concerns.This is a mid-level, on-site position. Experience in customer service, problem solving, 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 RESPONSIBILITIESKey Responsibilities:Be the face (and smile) of the toll collection operations at the facility offices in Tampa, FloridaAssist customers with account resolution, 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 overall customer experience.Assisting with incoming customer service phone calls to resolve issues.Complete end-of-day/shift deposits and balancing reportsAdhere to all attendance and work schedule requirements.CANDIDATE QUALIFICATIONSWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?It's about building relationships and turning your training knowledge 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.RequiredMust be 18 years of age or olderHigh school diploma or equivalentExperience with data entry utilizing a computer.The ability to read and speak English and Spanish fluently.Excellent organizational, written, and oral communication skillsAbility to work shifts in accordance with the toll operations hours of operations.Non-cash payment processing experience on a computerized systemThe ability to evaluate, troubleshoot, and follow up on customer issuesAn aptitude for conflict resolution, problem-solving, and negotiationMust be customer service oriented (empathetic, responsive, patient, and conscientious)Ability to multi-task, stay focused, and self-manage.Strong team orientation and customer focusExcellent interpersonal skills and the ability to build relationships with your team and customers.CONDITIONS OF EMPLOYMENTAll MCI LocationsMust be authorized to work in the country where the job is based.Subject to the program and location of the positionMust 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 DETAILSWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. 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:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy: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 vacationsand sometimes even carsHealth Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 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- and long-term disability coverage is available to help protect you during unexpected challenges.Life Insurance: Access life insurance options to safeguard your loved ones.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.Compensation & Benefits that Fit Your LifeMCI 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 todayPHYSICAL REQUIREMENTSThis 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 ACCOMMODATIONConsistent 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.DIVERSITY AND EQUALITYAt 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.MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.ABOUT MCI (PARENT COMPANY)MCI helps