Bilingual Toll Booth Service Agent

Bilingual Toll Booth Service Agent

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 Toll Booth Service Agent 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.

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:

• 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 collaboration and engagement.
• Casual Dress Code:
  Be comfortable while you work.

Compensation & benefits that fit your life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating…