Entry-Level In-Person Customer Service Representative (Bilingual)

About the role

MCI is seeking Bilingual 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, have experience with computer-based data entry, and possess strong organizational, written, and verbal communication skills.

Responsibilities

• Serve as the welcoming and professional face of toll operations at our Tampa facility.
• Aid walk-in and phone customers with toll account resolutions, payments, and inquiries.
• Process transactions 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 team members to enhance the overall customer experience.
• 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 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.

Benefits

We offer a variety of benefits and incentives to support and reward our team members, including:

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

Compensation Details

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

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 its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

Diversity and Equality

At MCI and its subsidiaries, we embrace differences 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.