Inbound Collections Representative (Tolling)

Job Title

Customer Service Representative

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.

Are you a great communicator who enjoys helping others? We're hiring Customer Service Representatives to support inbound customer inquiries. In this role, you'll assist callers by resolving disputes, processing payments, and providing guidance on procedures all while delivering a professional and positive customer experience.

This is an entry-level, on-site position based at our Tampa ValorVIP (an MCI Company) office. While previous contact center experience is a plus, it's not required. We provide paid training, full benefits, performance incentives, and opportunities for career advancement.

We're looking for dependable individuals with strong communication skills and a willingness to learn and grow in a fast-paced environment.

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

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 calls with professionalism and courtesy
• Understand customer needs and provide effective solutions
• Research and resolve issues by coordinating with other departments as needed
• Follow client-specific processes and maintain a courteous tone throughout interactions
• Use internal systems to manage accounts and accurately document customer claims
• Adhere to scripts, policies, and procedures
• Leverage training and knowledge resources to answer customer questions
• Maintain confidentiality and handle sensitive information appropriately
• Escalate complex issues to supervisors or appropriate departments
• Aim for first-call resolution through effective problem-solving
• Stay up to date by attending training sessions and reviewing new materials
• Meet attendance and scheduling requirements consistently

Candidate Qualifications

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 over-the-phone customer service, sales, and technical support. 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 at least 18 years old
• High school diploma or equivalent
• Proficient in data entry and computer use
• Fluent in English (spoken and written)
• Wired high-speed internet connection (minimum 20Mbps download speed)
• Strong written, verbal, and organizational skills
• Typing speed of at least 20 words per minute
• Availability to work scheduled shifts, including during training
• Basic knowledge of Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Comfortable using Windows PC applications and learning new systems
• Reliable and punctual with excellent attendance
• Strong problem-solving and troubleshooting abilities
• Skilled in conflict resolution and negotiation
• Customer-focused, empathetic, and patient
• Able to multitask, stay focused, and manage time independently
• Team-oriented with a commitment to delivering excellent service
• Adaptable and able to thrive in a dynamic, fast-paced environment
• Strong interpersonal skills and the ability to build rapport with customers and colleagues

Conditions of Employment

All MCI Locations:

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position:

• 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

Want 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 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.

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!

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.

Diversity and Equality

At MCI and its subsidiaries, we embrace differences and believe diversity