Inbound Toll Collections Agent (Entry-Level)

About the role

MCI is seeking friendly and dependable Customer Service Representatives to support both inbound calls and walk-up customer inquiries at our Parkersburg Memorial Bridge facility offices. This is an entry-level, on-site position ideal for individuals with strong communication skills and a passion for helping others.

Responsibilities

• Be the face and smile of toll collection operations at the Parkersburg Memorial Bridge facility offices.
• Aid customers with account setup, payment processing, and general questions or concerns.
• Process payments using toll operations back-office systems.
• Handle in-person customer issues related to toll activities, complaints, and account management.
• Support incoming customer service calls and resolve issues professionally.
• Collaborate with team members to enhance the overall customer experience.
• Perform end-of-day shift balancing and deposit reporting.
• Maintain consistent attendance and adhere to scheduled shifts.

Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Proficient in computer-based data entry.
• Fluent in English (spoken and written).
• Strong organizational, verbal, and written communication skills.
• Availability to work shifts, including weekends.
• Experience handling cash using computerized systems.
• Ability to troubleshoot and follow up on customer issues.
• Skilled in conflict resolution, problem-solving, and negotiation.
• Customer-focused, empathetic, and patient.
• Able to multitask, stay focused, and manage time independently.
• Team-oriented with a strong commitment to service excellence.
• Excellent interpersonal skills and the ability to build rapport with customers and colleagues.

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.
• 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.

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. The policy regarding requests for reasonable accommodation applies to all aspects of employment.

Diversity and Equality

MCI and its subsidiaries 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.