Inbound Toll Collections Processing Agent
Company: MCI Careers
Location: Dallas
Posted on: April 17, 2024
Job Description:
LOCATION: Dallas, TX JOB TYPE: Full-Time PAY TYPES: Hourly +
Bonus SALARY: $13.10 - $17.10 / hour BENEFITS & PERKS: LOCAL
REPRESENTATIVE: Paid Training, Paid Time Off, Medical, Dental,
Vision, Life Insurance, Retirement, Advancement Opportunity,
Flexible Schedules, Daily Contests, Prizes, Casual Dress Code,
Regular Raises APPLICATION DETAILS: No Resume Required, On-site
Interview POSITION OVERVIEW: #INBOUND CALL CENTER REPRESENTATIVE
SUPPORTING TOLLING OPERATIONSWe are looking for Customer Service
Representatives to support inbound customer service. In this role,
you will handle inbound inquiries, troubleshoot customer disputes,
process payments, and assist callers with process related inquiries
professionally. This is an entry-level position that offers on the
job paid training. Compensation is commensurate with experience and
while prior contact center experience isn't required, 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.
--------------: ... 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. Essential DutiesHandle
inbound and outbound contacts in a courteous, timely, and
professional mannerListen to customers, understand their needs, and
resolve customer issuesResearch systems to find missing information
as applicable; coordinate with other departments to resolve issues
as applicableFollow the processes of the Client program and perform
all tasks in a courteous and professional mannerUtilize systems and
technology to complete account management tasksAccurately document
and process customer claims in appropriate systemsFollow all
required scripts, policies, and proceduresUtilize knowledge base
and training to accurately answer customer questionsComply with
requirements surrounding confidential information and personal
informationAppropriately escalate customer issues with the
managerial teamEscalate customer issues to the appropriate staff
and managerial for resolution as neededEnsure 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
processesAdhere to all attendance and work schedule requirements
CANDIDATE QUALIFICATIONS: WONDER IF YOU ARE A GOOD FIT? 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 18 years of age or olderHigh
school diploma or equivalentExperience with data-entry utilizing a
computerThe ability to read and speak English fluentlyHave a wired,
high-speed internet connection (Download speed of 20Mbps+)Excellent
organizational, written, and oral communication skillsThe 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 applicationsHighly reliable with the ability to
maintain regular attendance and punctualityThe ability to evaluate,
troubleshoot, and follow-up on customer issuesAn aptitude for
conflict resolution, problem solving and negotiationMust be
customer service oriented (empathetic, responsive, patient, and
conscientious)Ability to multi-task, stay focused, and
self-manageStrong team orientation and customer focusThe ability to
thrive in a fast-paced environment where change and ambiguity are
prevalentExcellent interpersonal skills and the ability to build
relationships with your team and customersPreferred (Not Required)
One (1) year of experience in
customer service, technical support, inside sales, back-office,
chat, or administrative support in a contact center environmentWork
at home experienceState or Federal work experience CONDITIONS OF
EMPLOYMENT: Must be authorized to work in their country of
residence (The United States or Canada)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 resultsMust be willing to submit to drug screening.
Job offers are contingent on drug screening results. COMPENSATION
DETAILS: WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?We believe
that hard work should pay off, so we make sure that our
compensation and total rewards are competitive. Standard starting
compensation is commensurate with experience. Regular reviews and
raises are awarded based on tenure and performance, so our
employees make more each year. Employees earn paid time off as well
as paid holidays and paid training opportunities. Regular daily,
weekly and monthly incentives are part of the overall compensation
our team members enjoy and include monetary incentive and prizes
such as computers, tablets, phones, TV's, trips, tickets, and even
cars. In addition to our standard group benefits offering for
full-time employees following 90-days of employment, all employees
are eligible to opt for our MEC medical plan after only 30-days of
employment. Benefits options and plans vary slightly by location.
JUST A FEW OF THE BENEFITS
Medical, Dental, and Vision Coverage
OptionsPaid Time-OffRegular RaisesAdvancement OpportunityFun,
Engaging Work EnvironmentCasual Dress CodeCash and Prize Contests
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. REASONABLE ACCOMMODATION:
Consistent with the Americans with Disabilities Act (ADA) it is the
policy of MCI and affiliates to provide reasonable accommodation
when requested by a qualified applicant or employee with a
disability unless such accommodation would cause undue hardship.
The policy regarding requests for reasonable accommodation applies
to all aspects of employment. If reasonable accommodation is
needed, please contact Kate Murph, Vice President of Human
Resources, kate.murph@mci.world. DIVERSITY AND EQUALITY: At MCI and
its subsidiaries, we embrace differences and believe diversity is a
benefit to our employees, our company, our customers, and our
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, one where employees are treated with
dignity and respect. All employees share in the responsibility 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 for employment qualified
applicants with criminal histories 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, it is the policy of MCI to provide reasonable
accommodation to qualified employees who have protected
disabilities to the extent required by applicable laws,
regulations, and ordinances where an employee works. ABOUT MCI
(PARENT COMPANY): MCI (www.mci.world) 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, call center services, 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 fifteen business process outsourcing service
delivery facilities in Iowa, Georgia, Florida, Texas,
Massachusetts, New Hampshire, South Dakota, New Mexico, California,
Kansas, and Nova Scotia. 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 companies. MCI organically grows, acquires, and
operates companies that have a synergistic products and services
portfolios, including but not limited to Automated Contact Center
Solutions (ACCS), customer contact management, IT Services (IT
Schedule 70), and Temporary and Administrative Professional
Staffing (TAPS Schedule 736), Business Process Management (BPM),
Business Process Outsourcing (BPO), Claims Processing, Collections,
Customer Experience Provider (CXP), Customer Service, Digital
Experience Provider (DXP), Account Receivables Management (ARM),
Application Software Development, Managed Services, and Technology
Services, to mid-market, Federal & enterprise partners. MCI now
employs 10,000+ talented individuals with 150+ diverse North
American client partners across the following MCI brands:
GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney
Call Center, OnBrand24, and Valor Intelligent Processing (VIP).
DISCLAIMER: The purpose of the above job description is to provide
potential candidates with a general overview of the role. It's 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 upon 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 a contract
for employment, and either you or the employer may terminate
employment at any time, for any reason. REGARDING COVID-19: As an
employer supporting critical Federal, State, Provincial, and
Commercial clients, we have taken steps to ensure that we remain
operational while taking every precaution possible to prevent the
spread of COVID-19 and keep our employees safe. Measures include
social distancing for those working on-site, frequent deep cleaning
and disinfecting of workstations and common areas, daily
contactless temperature checks for those essential employees
working on-site, travel policies limiting travel and mandatory
quarantine, reporting and quarantine processes and policies for
those exposed, and requesting masks to be worn when on-site
employees are not at their workstation. For more information on
MCI's response to COVID-19 please visit
www.mci.world/covid-19.
Keywords: MCI Careers, Flower Mound , Inbound Toll Collections Processing Agent, Sales , Dallas, Texas
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