Tolling CALL CENTER Representative

POSITION OVERVIEW

Customer Service Representative – Supporting Commercial & Public Sector Clients (Inbound Customer Service, Help Desk, and Back‑Office Processing)

Dallas, TX

This position supports customer service, technical support, and customer sales interactions. The role requires engaging with hundreds of customers each week across the country to resolve support issues, sell new products and services, and provide a best‑in‑class customer experience. Strong customer interaction skills, confidence, teamwork, and a positive outlook are essential.

• 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 knowledge base and training to accurately answer customer questions.
• Comply with requirements surrounding confidential information and personal information.
• Appropriately elevate customer issues to the managerial team.
• Ensure first call resolution through problem solving and effective call handling.
• Attend meetings and training and review all new training material to stay up‑to‑date on changes to program knowledge, systems, and processes.
• Adhere to all attendance and work schedule requirements.

• 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.
• High‑speed wired internet connection (download speed 20 Mbps+).
• Excellent organizational, written, and oral communication skills.
• Typing speed of 20+ words per minute.
• Ability to work regular shifts during operating hours, including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Familiarity with computer and Windows PC applications and ability to learn new complex systems.
• Highly reliable with consistent attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow‑up on customer issues.
• Aptitude for conflict resolution, problem solving, and negotiation.
• Customer‑service orientation (empathetic, responsive, patient, conscientious).
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• Thrives in a fast‑paced environment with change and ambiguity.
• Excellent interpersonal skills and ability to build relationships with teammates and customers.

• One year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center.
• Work‑at‑home experience.
• State or federal work experience.

• Must be authorized to work in the United States.
• Must be willing to submit a Level II background/screening investigation with fingerprint; job offers contingent on results.
• Must be willing to submit to drug screening; offers contingent on results.

Starting compensation is based on experience. Employees enjoy a benefits package that includes

• Paid Time Off and paid holidays.
• Health, dental, and vision coverage after 60 days of full‑time employment (MEC plans after 30 days). Benefit options vary by location.
• Retirement savings opportunities where available.
• Short‑term disability coverage.
• Life insurance options.
• Supplemental disability and critical illness insurance.
• Career growth opportunities with a focus on internal promotion.
• Paid training and skill development.
• Engaging work environment and team‑oriented culture.
• Casual dress code.

The role is office‑based and largely sedentary, requiring the employee to sit/stand for extended periods while using a computer and telephone headset. The employee may occasionally need to move around the office, reach in any direction, and lift up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations unless it causes undue hardship. Employees may request accommodations through Human Resources.