Inbound Collections Representative; Tolling

Inbound Collections Representative (Tolling)

Seniority level:
Entry level

Employment type:

Full-time
Job function:
Accounting/Auditing and Finance
Industry: Accounting

Location:

Tampa, FL

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are hiring Customer Service Representatives to support inbound customer inquiries. In this entry‑level, on‑site position, you will assist callers by resolving disputes, processing payments, and providing guidance on procedures‑all while delivering a professional and positive customer experience.

We provide paid training, full benefits, performance incentives, and opportunities for career advancement.

• Handle inbound and outbound calls with professionalism and courtesy
• Understand customer needs and provide effective solutions
• Research and resolve issues by coordinating with other departments as needed
• Follow client‑specific processes and maintain a courteous tone throughout interactions
• Use internal systems to manage accounts and accurately document customer claims
• Adhere to scripts, policies, and procedures
• Leverage training and knowledge resources to answer customer questions
• Maintain confidentiality and handle sensitive information appropriately
• Escalate complex issues to supervisors or appropriate departments
• Aim for first‑call resolution through effective problem‑solving
• Stay up to date by attending training sessions and reviewing new materials
• Meet attendance and scheduling requirements consistently

• Must be at least 18 years old
• High school diploma or equivalent
• Proficient in data entry and computer use
• Fluent in English (spoken and written)
• Wired high‑speed internet connection (minimum 20 Mbps download speed)
• Strong written, verbal, and organizational skills
• Typing speed of at least 20 words per minute
• Availability to work scheduled shifts, including during training
• Basic knowledge of Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Comfortable using Windows PC applications and learning new systems
• Reliable and punctual with excellent attendance
• Strong problem‑solving and troubleshooting abilities
• Skilled in conflict resolution and negotiation
• Customer‑focused, empathetic, and patient
• Able to multitask, stay focused, and manage time independently
• Team‑oriented with a commitment to delivering excellent service
• Adaptable and able to thrive in a dynamic, fast‑paced environment
• Strong interpersonal skills and the ability to build rapport with customers and colleagues

Hourly + Bonus
Salary range: $36,000.00‑$ annually (based on experience)

• Paid Time Off:
  Earn PTO and paid holidays
• Incentives & Rewards:
  Daily, weekly, and monthly contests with cash bonuses and prizes
• Health Benefits:
  
  Medical, dental, and vision coverage after 60 days (MEC plans after 30 days)
• Retirement Savings:
  Available retirement programs where applicable
• Disability Insurance:
  Short‑term coverage
• Life Insurance:
  Access to life insurance options
• Supplemental Insurance:
  Accident and critical illness insurance
• Career Growth:
  Internal promotion focus and advancement opportunities
• Paid Training:
  Earn while learning new skills
• Fun, Engaging Work Environment:
  Team‑oriented culture with collaboration and engagement
• Casual Dress Code:
  Comfortable workplace attire

The position is largely sedentary, requiring sitting/standing for long periods while using a computer and telephone headset. Occasional movement within the office is required, including reaching, lifting, and moving objects up to 40 pounds.

Consistent with the Americans with Disabilities Act, we provide reasonable accommodations upon request unless they cause undue hardship. Contact Human Resources for accommodation requests.

All employees and applicants are allowed an equal opportunity for employment. We do not discriminate on age, ancestry, family or medical staff leave, gender identity or expression, genetic information, marital status, medical condition, caste, or any other protected characteristic.

MCI helps customers with contact center services and IT solutions. We provide staffing, outsourcing, and support across nine locations worldwide. MCI emphasizes training, career growth, and a friendly workplace culture. Major brand Mass Markets offers competitive salaries and benefits, fostering rapid professional advancement in a supportive environment.