Bilingual Inbound Toll Collections Agent (Entry-Level)

About the role

Tampa Hillsborough Expressway Authority is seeking Bilingual (English/Spanish) Collections Agents to assist with toll operations. The ideal candidate will serve as the friendly face and voice at toll facility offices, handling customer inquiries and payments.

Responsibilities

• Serve as the front-line representative at toll facility offices, providing outstanding in-person customer service
• Handle inbound phone calls and walk-up inquiries regarding toll balances, account discrepancies, and payment options
• Process payments using secure, computerized systems
• Resolve customer complaints and concerns with professionalism and empathy
• Collaborate with team members to enhance the overall customer experience
• Maintain accurate records and follow all operational procedures
• Adhere to scheduled shifts and attendance requirements

Qualifications

• Must be 18 years or older
• High School Diploma or equivalent
• Fluent in English and Spanish (spoken and written)
• Experience with data entry and computer-based systems
• Strong communication skills both written and verbal
• Ability to work flexible shifts aligned with toll operations hours
• Experience with non-cash payment processing systems
• Problem-solving mindset with a knack for conflict resolution and negotiation
• Customer-first attitude: empathetic, patient, and responsive
• Ability to multi-task, stay organized, and manage time independently
• Team-oriented with excellent interpersonal skills

Conditions of Employment

• Must be authorized to work in the country where the job is based
• Subject to the program and location of the position
• Willingness to submit up to a LEVEL II background and/or security investigation with a fingerprint
• Job offers are contingent on background/security investigation results
• Willingness to submit to drug screening
• Job offers are contingent on drug screening results

Compensation Details

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.