Inbound Collections Representative; Tolling

LOCATION

Tampa, FL

MCI is a tech‑enabled business services company that delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) solutions across many industries. Our call centers—both on‑site and remote—are powered by advanced technology to enhance customer journeys, drive scalability, and reduce costs.

We are hiring Customer Service Representatives to support inbound customer inquiries. In this entry‑level, on‑site role at our Tampa ValorVIP office, you will resolve disputes, process payments, and provide guidance on procedures while delivering a professional and positive customer experience.

Key Responsibilities:

• 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

Required:

• 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

• Must be authorized to work in the country where the job is based.
• 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.

Benefits and incentives:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Daily, weekly, and monthly contests that include cash bonuses and prizes.
• Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment; all employees have access to MEC medical plans after 30 days.
• Retirement Savings: Retirement savings programs, where available.
• Disability Insurance: Short‑term disability coverage is available.
• Life Insurance: Access to life insurance options.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: Internal promotions and significant advancement opportunities.
• Paid Training: Earn a paycheck while learning new skills.
• Engaging Work Environment: Team‑oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Comfortable attire.

This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. The employee will regularly operate computer and office equipment, including a phone, copier, and printer, and may occasionally move about the office, reach in any…