Inbound Collections Representative (Tolling)

LOCATION Tampa, FL POSITION OVERVIEW 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. Are you a great communicator who enjoys helping others? 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 all while delivering a professional and positive customer experience. This is an entry-level, on-site position based at our Tampa ValorVIP (an MCI Company) 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. -------------- POSITION RESPONSIBILITIES WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO? This position supports customer service, technical support, and customer sales interactions.  This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.  In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.   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 CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? It's about building relationships and turning the knowledge; you gain in training into customer wins.  Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support.  We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.  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 20Mbps 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 ABOUT MCI (PARENT COMPANY) MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.  Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companie