Bilingual Toll Customer Service Agent

LOCATION

Tampa, FL

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 are seeking Bilingual Toll Customer Service Representatives to provide in-person and phone support for the Tampa Hillsborough Expressway Authority
. In this role, you’ll assist customers with toll-related inquiries, including account discrepancies, payment processing, and general questions. If you’re fluent in English and Spanish
, customer-focused, and eager to grow in a fast-paced environment, we’d love to hear from you.

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.

• Serve as the welcoming face of toll operations at our Tampa facility.
• Assist customers with toll account resolutions, payments, and inquiries.
• Process transactions using toll operations back-office systems.
• Handle walk-up and inbound customer service interactions, including complaints and service requests.
• Collaborate with team members to enhance the overall customer experience.
• Respond to incoming calls and resolve issues efficiently and professionally.
• Complete end-of-day deposits and balancing reports.
• Maintain punctuality and adhere to assigned work schedules.

Qualifications:

• Must be 18 years or older
  .
• High school diploma or equivalent.
• Fluent in English and Spanish (spoken and written).
• Experience with computer-based data entry
  .
• Strong organizational, written, and verbal communication skills.
• Ability to work shifts aligned with toll operations hours, including weekends and holidays.
• Experience with non-cash payment processing systems.
• Ability to troubleshoot and follow up on customer issues.
• Skilled in conflict resolution, problem-solving, and negotiation.
• Customer-oriented: empathetic, patient, and responsive.
• Capable of multitasking and self-management.
• Strong team player with excellent interpersonal skills.

• Experience in customer service
  , inside sales
  , problem-solving
  , or back-office support
  .
• Familiarity with tolling systems or public infrastructure services.

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.

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 balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• 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 medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters…