Inbound Call Center Tolling Representative

POSITION OVERVIEW

Dallas, TX. MCI is a fast‑growing tech‑enabled business services company with call center operations worldwide. We provide Customer Experience, Business Process Outsourcing, and cloud technology solutions. The inbound contact center team is hiring Customer Service Representatives to handle caller inquiries, troubleshoot disputes, process payments, and deliver professional, empathetic service.

Entry‑level position with paid training and growth opportunities. Prior contact center experience not required, but experience in customer service, tech support, inside sales or back‑office support is a plus. Reliable, strong communicator, and eager to learn.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Listen actively, understand customer needs, and resolve issues.
• Research systems to locate missing information and coordinate with other departments.
• Follow client‑specific processes and perform tasks with professionalism.
• Use internal systems and tools to manage customer accounts and process claims.
• Accurately document interactions and outcomes in appropriate systems.
• Follow scripts, policies, and procedures to ensure consistency and compliance.
• Utilize training and knowledge base resources to answer questions accurately.
• Maintain confidentiality and comply with data protection requirements.
• Escalate unresolved or complex issues to the appropriate team or supervisor.
• Strive for first‑call resolution through effective problem‑solving and call handling.
• Attend meetings and training sessions to stay current on systems and processes.
• Adhere to all attendance and scheduling requirements.

• 18 years or older.
• High school diploma or equivalent.
• Experience with data entry and computer‑based systems.
• Fluent in spoken and written English.
• Wired high‑speed internet connection (download speed 20 Mbps+).
• Strong organizational, written, and verbal communication skills.
• Typing speed 20+ WPM.
• Ability to work scheduled shifts, including during training.
• Basic proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Familiarity with Windows PC applications and ability to learn new systems.
• Highly reliable with consistent attendance and punctuality.
• Strong problem‑solving, conflict resolution, and negotiation skills.
• Customer‑service oriented: empathetic, responsive, patient, and conscientious.
• Ability to multi‑task, self‑manage, and stay focused.
• Comfortable working in a fast‑paced, dynamic environment.
• Excellent interpersonal skills and ability to build rapport with customers and team members.

• 1+ year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center.
• Previous work‑from‑home experience.
• Experience in state or federal programs.

• Paid time off and paid holidays.
• Incentives & rewards: daily, weekly, and monthly contests with cash bonuses and prizes.
• Health benefits:
  
  comprehensive medical, dental, and vision coverage after specified days.
• Retirement savings programs where available.
• Short‑term disability coverage.
• Life insurance options.
• Supplemental accident and critical illness insurance.
• Career growth through internal promotions.
• Paid training while earning a paycheck.
• Casual dress code.
• Team‑oriented, collaborative work environment.

• Authority to work in the country of employment.
• Open to background and security investigations; job offer contingent on results.
• Open to drug screening; offer contingent on results.

MCI is committed to a workplace free from discrimination. All employment decisions are based solely on merit and qualifications. MCI will consider qualified applicants with criminal histories in accordance with law.

Qualified applicants with disabilities are encouraged to request reasonable accommodations.