Inbound Call Center Tolling Representative

LOCATION

Dallas, TX

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We’re hiring Customer Service Representatives to join our inbound contact center team. In this role, you’ll assist callers with inquiries, troubleshoot disputes, process payments, and provide accurate information all while delivering a professional and empathetic customer experience.

This is an entry-level position offering paid training and growth opportunities. While prior contact center experience is not required, experience in customer service, tech support, inside sales, or back-office support is a plus. If you're reliable, a strong communicator, and eager to learn, we encourage you to apply!

• Handle
  inbound and outbound contacts in a courteous, timely, and professional manner.
• Listen actively to customers, understand their needs, and resolve issues effectively.
• Research systems to locate missing information and coordinate with other departments as needed.
• Follow client-specific processes and perform all tasks with professionalism.
• Use internal systems and tools to manage customer accounts and process claims.
• Accurately document customer interactions and outcomes in appropriate systems.
• Follow required
  scripts, policies, and procedures to ensure consistency and compliance.
• Use training and knowledge base resources to answer customer 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 updates to systems and processes.
• Adhere to all
  attendance and scheduling requirements
  .

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Must be 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 of 20
  
  Mbps+)
• Strong
  organizational, written, and verbal communication skills
• Typing speed of
  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

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.

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.

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive…