Customer Service Representative; Toll

Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are looking for Customer Service Representatives to support walk-up customer inquiries, new account setup and MOV pass tag issuance at Parkersburg Memorial Bridge facilities. In this role, you will assist with new account set up, payment processing, general questions, and concerns. This is an entry-level, on-site position. Experience in customer service, tech support, inside sales, or back-office support is a plus.

Candidates should be highly reliable, have great communication skills, and be willing to constantly learn on the job.

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.

• Be the face and smile of toll collection operations at the Parkersburg Memorial Bridge facility offices.
• Assist customers with new account setup, questions, and concerns.
• Process payments utilizing the toll operations back-office systems.
• Manage in-person customer related inquiries regarding toll activities, complaints, etc.
• Collaborate with customer service professionals to improve the overall customer experience.
• Assist with incoming customer service phone calls to resolve issues.
• Complete end of day/shift deposits and balancing reports.
• Adhere to all attendance and work schedule requirements.

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• The ability to read and speak English fluently
• Excellent organizational, written, and oral communication skills
• Ability to work shifts that will likely include weekends
• Cash handling experience on a computerized system
• 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
• Excellent interpersonal skills and the ability to build relationships with your team and customers

• Starting compensation is based on experience, with a variety of benefits and incentives to support and reward our team members.
• Paid Time Off:
  Earn PTO and paid holidays.
• 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 30 days. Benefit options vary by location.
• Retirement Savings:
  Retirement savings programs where available.
• Disability Insurance:
  Short-term disability coverage.
• Life Insurance:
  Life insurance options available.
• Supplemental Insurance:
  Accident and critical illness insurance.
• Career Growth:
  Focus on internal promotions and advancement opportunities.
• Paid Training:
  Training while earning a paycheck.
• Casual Dress Code and a team-oriented work environment.

This job operates in a professional office environment. The employee will be largely sedentary and may be required to sit/stand for long periods while using a computer and telephone headset. Ability to move about the office, reach, lift up to 40 pounds, and operate office equipment as needed.

• Must be authorized to work in the country where the job is based.
• Willing to undergo a Level II background and/or security investigation with fingerprint; offers contingent on results.
• Willing to submit to drug screening; offers contingent on results.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI to provide reasonable accommodations when requested by a qualified applicant or employee with a disability. If accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment are based on merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI does not discriminate or harass on any protected characteristic.

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