Customer Service Tolling Representative (Entry-Level)

Position Overview

We are looking for Customer Service Representatives to support inbound customer service at our Tampa ValorVIP (MCI Company) office. 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, on-site position where compensation is commensurate with experience. While prior contact center experience isn’t required, experience in customer service, tech support, inside sales, or back-office support is a plus. Training is paid and the position offers multiple advancement opportunities, incentives, and full benefits. Candidates should be highly reliable, have great communication skills, and be willing to constantly learn on the job. As an Inbound Call Center Representative you will support customer service, technical support, and customer sales interactions while interacting with hundreds of customers each week to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.

Key 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 and coordinate with other departments to resolve issues.
• 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 the knowledge base and training to accurately answer customer questions.
• Comply with requirements surrounding confidential and personal information.
• Appropriately escalate customer issues with the managerial team.
• Attend meetings and training to stay up-to-date on changes to program knowledge, systems, and processes.
• 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.
• Ability to read and speak English fluently.
• Have a wired, high-speed internet connection (Download speed of 20Mbps+).
• Excellent organizational, written, and oral communication skills.
• Ability to type swiftly and accurately (20+ words a minute).
• Ability to work regularly scheduled shifts within our hours of operation, including during training.
• 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 systems.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow-up on customer issues.
• 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.
• Ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and the ability to build relationships with team members and customers.

Preferred Qualifications

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment.
• Experience working at home.
• State or Federal work experience.

Benefits & Perks

• Paid Training
• Paid Time Off
• Medical, Dental, and Vision Coverage Options
• Life Insurance
• Retirement
• Advancement Opportunity
• Flexible Schedules
• Daily Contests
• Prizes
• Casual Dress Code
• Regular Raises