Inbound Collections Representative; Tolling

POSITION OVERVIEW

MCI is one of the fastest‑growing tech‑enabled business services companies in the United States, delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries.

We’re hiring Customer Service Representatives to support inbound customer inquiries. In this role, you’ll assist callers by resolving disputes, processing payments, and providing guidance on procedures while delivering a professional and positive customer experience.

This is an entry‑level, on‑site position based at our Tampa ValorVIP office. While previous contact center experience is a plus, it’s not required. We provide paid training, full benefits, performance incentives, and opportunities for career advancement.

We’re looking for dependable individuals with strong communication skills and a willingness to learn and grow in a fast‑paced environment.

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.

What does someone in this role actually do?

This position supports customer service, technical support, and customer sales interactions. The role requires interacting with hundreds of customers each week to resolve support issues, sell new products and services, and ensure a best‑in‑class customer experience.

• 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.

Is this a good fit for you?

Ideal candidates are highly motivated, energetic, and dedicated. The role requires the following:

• 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.

What you can expect from MCI:

• 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; all employees have access to MEC medical plans after just 30 days.
• 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…