Toll Customer Service Agent

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 set up, 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.

--------------

POSITION RESPONSIBILITIES

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 backoffice systems
• Manage in-person customer related inquiries regarding toll activities, complaints, etc.
• Collaborate with customer service professionals to improve to overall customer experience
• Assisting 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 

STANDARD 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 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. 

 

Required

• 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

CONDITIONS

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.

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.

COMPENSATION, BENEFITS, INCENTIVES, AND REWARDS

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