Bilingual Toll Collection Agent

About the role

MCI is seeking a Bilingual Toll Collection Agent to support the Tampa Hillsborough Expressway Authority. The ideal candidate will assist customers with toll account issues, payments, and inquiries, serving as the friendly and professional face of toll operations.

Responsibilities

• Serve as the friendly and professional face of toll operations at our Tampa facility.
• Aid walk-in and phone customers with toll account resolutions, payments, and inquiries.
• Process payments using toll operations back-office systems.
• Handle customer complaints and escalate complex issues as needed.
• Maintain accurate records of customer interactions and transactions.
• Collaborate with customer service team members to enhance service quality.
• Complete end-of-day deposits and balancing reports.
• 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 computer-based data entry.
• Strong written, verbal, and interpersonal communication skills.
• Ability to work shifts aligned with toll operations hours, including weekends and holidays.
• Experience with non-cash payment processing systems.
• Skilled in troubleshooting, conflict resolution, and customer follow-up.
• Customer-focused: empathetic, patient, and responsive.
• Ability to multitask, stay organized, and manage time independently.
• Team-oriented with a commitment to service excellence.
• Preferred experience in customer service, inside sales, problem-solving, or back-office support.
• Familiarity with tolling systems or public infrastructure services.

Conditions of Employment

• All MCI Locations Must be authorized to work in the country where the job is based.
• Subject to the program and location of the position.
• 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

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