Customer Service Tolling Representative (Entry-Level)

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company specializing in tailored solutions for diverse clients. We are seeking Customer Service Representatives to support inbound customer service by handling inquiries, troubleshooting disputes, processing payments, and assisting callers with process-related questions in a professional manner. This entry-level, on-site role is based in Dallas, TX at our Dallas ValorVIP (MCI Company) office. Compensation is commensurate with experience and includes full benefits such as paid training and multiple advancement opportunities.

Key Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Listen to customers, understand their needs, and resolve issues.
• Research systems to find missing information and coordinate with other departments as needed.
• Follow Client program processes and use systems and technology to complete account management tasks.
• Accurately document and process customer claims and adhere to required scripts, policies, and procedures.
• Utilize training and knowledge bases to answer customer questions and appropriately escalate issues.
• Ensure first call resolution by problem solving and effective call handling.
• Attend meetings, training sessions, and review new material to stay up-to-date on systems and processes.
• Adhere to all attendance and work schedule requirements.

Required Qualifications

• Must be 18 years of age or older with a High School Diploma or equivalent.
• Experience with data-entry utilizing a computer and basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Fluent in reading and speaking English with excellent organizational, written, and oral communication skills.
• Wired, high-speed internet connection (20Mbps+ download speed) and the ability to type swiftly (20+ words per minute).
• Ability to work scheduled shifts including during the training period, and maintain regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer issues with conflict resolution and negotiation skills.
• Customer service oriented (empathetic, responsive, patient, and conscientious) with a strong team orientation.
• Capability to thrive in a fast-paced environment and effectively multi-task.

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.
• Work at home experience.
• State or Federal work experience.

Benefits & Perks

• Paid Training
• Paid Time Off and paid holidays
• Medical, Dental, and Vision coverage after qualifying periods
• Life Insurance and Retirement savings programs
• Advancement opportunities and career growth
• Flexible schedules along with daily, weekly, and monthly contests with prizes
• Casual dress code and regular raises