Bilingual Toll Customer Service Agent

About the role

MCI is seeking Bilingual Toll Customer Service Representatives to provide in-person and phone support for the Tampa Hillsborough Expressway Authority. The ideal candidate must be fluent in English and Spanish, possess strong organizational and communication skills, and be able to work flexible hours including weekends and holidays.

Responsibilities

• Serve as the welcoming face of toll operations at our Tampa facility.
• Aid customers with toll account resolutions, payments, and inquiries.
• Process transactions using toll operations back-office systems.
• Handle walk-up and inbound customer service interactions, including complaints and service requests.
• Collaborate with team members to enhance the overall customer experience.
• Respond to incoming calls and resolve issues efficiently and professionally.
• Complete end-of-day deposits and balancing reports.
• Maintain punctuality and adhere to assigned work schedules.

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 organizational, written, and verbal communication skills.
• Ability to work shifts aligned with toll operations hours, including weekends and holidays.
• Experience with non-cash payment processing systems.
• Ability to troubleshoot and follow up on customer issues.
• Skilled in conflict resolution, problem-solving, and negotiation.
• Customer-oriented: empathetic, patient, and responsive.
• Capable of multitasking and self-management.
• Strong team player with excellent interpersonal skills.

Preferred Qualifications

• Experience in customer service, inside sales, problem-solving, or back-office support.
• Familiarity with tolling systems or public infrastructure services.

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. These include paid time off, incentives & rewards, health benefits, disability insurance, life insurance, supplemental insurance, career growth, paid training, and a fun, engaging work environment.

Physical Requirements

• This job operates in a professional office environment.
• 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 its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment.

Diversity and Equality

MCI and its subsidiaries embrace diversity and believe diversity benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.