Bilingual Tollway Customer Service Specialist

Bilingual Tollway Customer Service Specialist

MCI (Valor Intelligent Processing (VIP) 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 (Valor Intelligent Processing (VIP) 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 seeking a Bilingual Tollway Customer Service Specialist to support both inbound calls and walk-up customer inquiries related to the Tampa Hillsborough Expressway Authority. In this customer-facing role, you'll assist with toll account issues, payment processing, and general support delivering a positive experience for every visitor and caller.

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.

Key Responsibilities

• Serve as the welcoming face of toll operations at facility offices in Tampa, FL.
• Respond to customer inquiries regarding toll balances, account discrepancies, and general concerns.
• Process payments using toll operations back-office systems.
• Handle in-person customer interactions, including complaints and service requests.
• Support inbound customer service calls and resolve issues efficiently.
• Collaborate with team members to enhance the overall customer experience.
• Complete end-of-day deposits and balancing reports.
• Follow attendance and scheduling requirements consistently.

Wonder if you are a good fit for this position?

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:

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 communication skills written, verbal, and interpersonal.
• Ability to work shifts aligned with toll operations hours, including weekends and holidays.
• Experience with non-cash payment processing systems.
• Skilled in troubleshooting, conflict resolution, and customer follow-up.
• Customer-focused: empathetic, patient, and responsive.
• Capable of multitasking and self-management in a fast-paced environment.
• Team-oriented with a commitment to service excellence.

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

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks;

reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

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 and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race,…