Remote Inbound Toll Collections Specialist

MCI; Dallas, Northern (TX, KY); Hybrid; USD 30,000 - 38,000; Full time

Benefits offered by this job

Paid Training

Casual Dress Code

Career Growth

Paid Time Off

Job summary

MCI in Dallas, TX is hiring entry-level Customer Service Representatives to handle inbound calls, troubleshoot disputes, process payments, and assist callers with inquiries. Training is provided and compensation depends on experience; prior contact center experience isn’t required.

You will interact with hundreds of customers weekly, resolve issues, sell products, and strive for first-call resolution. The role emphasizes reliability, strong communication, and a willingness to learn in a

Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Experience with data-entry and computer usage.
• The ability to read and speak English fluently.
• Have a wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills.
• The ability to type swiftly and accurately (20+ words a minute).
• Ability to work regularly scheduled shifts within our hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• The ability to evaluate, troubleshoot, and follow-up on customer issues.
• An aptitude for conflict resolution, problem solving and negotiation.
• Must be customer service oriented (empathetic, responsive, patient, and conscientious).
• Ability to multi-task, stay focused, and self-manage.
• Strong team orientation and customer focus.
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and the ability to build relationships with your team and customers.

Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• Utilize systems and technology to complete account management tasks
• Accurately document and process customer claims in appropriate systems
• Follow all required scripts, policies, and procedures
• Utilize knowledge base and training to accurately answer customer questions
• Comply with requirements surrounding confidential information and personal information
• Appropriately escalated customer issues with the managerial team
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• Ensure first call resolution through problems solving and effective call handling
• Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

Skills

Data entry

Excellent communication

English fluency

Typing 20+ wpm

Customer service mindset

Computer literacy

Team player

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Windows PC

Job description

MCI in Dallas, TX is hiring entry-level Customer Service Representatives to handle inbound calls, troubleshoot disputes, process payments, and assist callers with inquiries. Training is provided and compensation depends on experience; prior contact center experience isn’t required.

You will interact with hundreds of customers weekly, resolve issues, sell products, and strive for first-call resolution. The role emphasizes reliability, strong communication, and a willingness to learn in a