Bilingual Tollway Customer Service Specialist

Mass Markets; Tampa (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

MCI (Valor Intelligent Processing, a division of Marlowe Companies Inc.) seeks a Bilingual Tollway Customer Service Specialist in Tampa, FL. You will assist with toll account issues, payments, and general support, delivering a positive visitor experience.

Ideal candidates are bilingual in English and Spanish with customer service experience, data-entry skills, and the ability to work varied shifts in a fast-paced toll operations environment.

Qualifications

• Fluent in English and Spanish (spoken and written).
• High school diploma or equivalent.
• Experience with computer-based data entry.
• Strong written and verbal communication skills.
• Able to work shifts including weekends and holidays.
• Experience with non-cash payment processing systems.

Responsibilities

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

Skills

Bilingual English/Spanish

Customer service

Data entry

Communication skills

Call center experience

Shift work

Education

High school diploma

Tools

Payment processing systems

Job description

Position Overview

MCI (Valor Intelligent Processing, a division of Marlowe Companies Inc.) 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.

We are 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.

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.

Candidate Qualifications

All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the following qualities:

• 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.

Preferred

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

Physical Requirements

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.

Conditions of Employment

• 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.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Equal Opportunity Employer

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, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI’s policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all‑inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.