Inbound Collections Representative (Tolling)

MCI; Tampa (FL); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Paid Training

Career Growth

Job summary

MCI, a tech-enabled business services company based in Tampa, FL, is seeking Customer Service Representatives to support inbound customer inquiries. In this on-site role, you will resolve disputes, process payments, and provide guidance on procedures while ensuring a positive customer experience.

The ideal candidate is proficient in data entry, has strong problem-solving skills, and is customer-focused. MCI offers competitive benefits including paid time off, health coverage, and opportunities for career growth.

Qualifications

• Must be at least 18 years old.
• Availability to work scheduled shifts, including during training.
• Comfortable using Windows PC applications and learning new systems.

Responsibilities

• Handle inbound and outbound calls with professionalism and courtesy.
• Research and resolve issues by coordinating with other departments as needed.
• Aim for first-call resolution through effective problem-solving.

Skills

Proficient in data entry and computer use

Strong written, verbal, and organizational skills

Fluent in English (spoken and written)

Strong problem-solving and troubleshooting abilities

Customer-focused, empathetic, and patient

Education

High school diploma or equivalent

Tools

Microsoft Office (Excel, Word, PowerPoint, Outlook)

Job description

LOCATION

Tampa, FL

POSITION OVERVIEW

MCI is a tech‑enabled business services company that delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) solutions across many industries. Our call centers—both on‑site and remote—are powered by advanced technology to enhance customer journeys, drive scalability, and reduce costs.

We are hiring Customer Service Representatives to support inbound customer inquiries. In this entry‑level, on‑site role at our Tampa ValorVIP office, you will resolve disputes, process payments, and provide guidance on procedures while delivering a professional and positive customer experience.

POSITION RESPONSIBILITIES

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

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 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

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.

COMPENSATION DETAILS

Benefits and incentives:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Daily, weekly, and monthly contests that include cash bonuses and prizes.
• 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 30 days.
• Retirement Savings: Retirement savings programs, where available.
• Disability Insurance: Short‑term disability coverage is available.
• Life Insurance: Access to life insurance options.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: Internal promotions and significant advancement opportunities.
• Paid Training: Earn a paycheck while learning new skills.
• Engaging Work Environment: Team‑oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Comfortable attire.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. The employee will regularly operate computer and office equipment, including a phone, copier, and printer, and may occasionally move about the office, reach in any direction, raise or lower objects, and exert force up to forty (40) pounds.

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 applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

DIVERSITY AND EQUALITY

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 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.

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.