Collections Representative (Toll)

Position Overview

MCI 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 Customer Service Representatives to support inbound calls and walk-up customer inquiries at Bay City, MI toll booths. In this role, you will assist with new account setup, 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 the toll collection operations at the facility offices in Bay City Michigan
• 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 the overall customer experience
• Assist 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

Required Qualifications

• 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

At MCI, we believe that your hard work deserves recognition and reward. Our competitive packages are designed to grow with you over time.

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in contests offering 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 90 days, with MEC medical plans available after 30 days.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Access short- and long-term disability coverage to help protect you during unexpected challenges.
• Life Insurance: Options available to safeguard your loved ones.
• Career Growth: Enjoy significant advancement opportunities through internal promotions.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Be part of a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Work comfortably in a relaxed environment.