Inbound Customer Service Representative (Tolling)
MCI, Dallas, TX, United States
POSITION OVERVIEW
Dallas, TX
MCI is one of the fastest-growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.
At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry‑leading organization.
We are looking for Customer Service Representatives to support inbound customer service. In this role, you will handle inbound inquiries, troubleshoot customer disputes, process payments, and assist callers with process‑related inquiries professionally.
This is an entry‑level, on‑site position located at our Dallas ValorVIP (MCI Company) office. Compensation is commensurate with experience and while prior contact center experience isn’t required, experience in customer service, tech support, inside sales, or back‑office support is a plus. Training is paid and the position offers multiple advancement opportunities, incentives, and full benefits. Candidates should be highly reliable, have great communication skills, and be willing to constantly learn on the job.
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre‑employment test.
KEY RESPONSIBILITIES
Handle inbound and outbound contacts in a courteous, timely, and professional manner
Listen to customers, understand their needs, and resolve customer issues
Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
Follow the processes of the Client program and perform all tasks in a courteous and professional manner
Utilize systems and technology to complete account management tasks
Accurately document and process customer claims in appropriate systems
Follow all required scripts, policies, and procedures
Utilize knowledge base and training to accurately answer customer questions
Comply with requirements surrounding confidential information and personal information
Appropriately escalate customer issues with the managerial team
Escalate customer issues to the appropriate staff and managerial for resolution as needed
Ensure first call resolution through problems solving and effective call handling
Attend meetings and training and review all new training material to stay up‑to‑date on changes to program knowledge, systems, and processes
Adhere to all attendance and work schedule requirements
CANDIDATE QUALIFICATIONS
Must be 18 years of age or older
High school diploma or equivalent
Experience with data‑entry utilizing a computer
The ability to read and speak English fluently
Have a wired, high‑speed internet connection (Download speed of 20Mbps+)
Excellent organizational, written, and oral communication skills
The ability to type swiftly and accurately (20+ words a minute)
Ability to work regularly scheduled shifts within our hours of operation including the training period.
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
Highly reliable with the ability to maintain regular attendance and punctuality
The ability to evaluate, troubleshoot, and follow‑up on customer issues
An aptitude for conflict resolution, problem solving and negotiation
Must be customer service oriented (empathetic, responsive, patient, and conscientious)
Ability to multi‑task, stay focused, and self‑manage
Strong team orientation and customer focus
The ability to thrive in a fast‑paced environment where change and ambiguity are prevalent
Excellent interpersonal skills and the ability to build relationships with your team and customers
PREFERRED (NOT REQUIRED)
One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment
Work at home experience
State or Federal work experience
ABOUT MCI (PARENT COMPANY) MCI helps customers take on their CX and DX challenges differently, creating industry‑leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time.
COMPA RATION & BENEFITS Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short‑term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team‑oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.
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. If reasonable accommodations are needed, please contact Human Resources.
DIVERSITY & 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. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations and ordinances where an employee works.
CONDITIONS OF EMPLOYMENT
Must be authorized to work in the country where the job is based.
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.
#J-18808-Ljbffr
MCI is one of the fastest-growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.
At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry‑leading organization.
We are looking for Customer Service Representatives to support inbound customer service. In this role, you will handle inbound inquiries, troubleshoot customer disputes, process payments, and assist callers with process‑related inquiries professionally.
This is an entry‑level, on‑site position located at our Dallas ValorVIP (MCI Company) office. Compensation is commensurate with experience and while prior contact center experience isn’t required, experience in customer service, tech support, inside sales, or back‑office support is a plus. Training is paid and the position offers multiple advancement opportunities, incentives, and full benefits. Candidates should be highly reliable, have great communication skills, and be willing to constantly learn on the job.
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre‑employment test.
KEY RESPONSIBILITIES
Handle inbound and outbound contacts in a courteous, timely, and professional manner
Listen to customers, understand their needs, and resolve customer issues
Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
Follow the processes of the Client program and perform all tasks in a courteous and professional manner
Utilize systems and technology to complete account management tasks
Accurately document and process customer claims in appropriate systems
Follow all required scripts, policies, and procedures
Utilize knowledge base and training to accurately answer customer questions
Comply with requirements surrounding confidential information and personal information
Appropriately escalate customer issues with the managerial team
Escalate customer issues to the appropriate staff and managerial for resolution as needed
Ensure first call resolution through problems solving and effective call handling
Attend meetings and training and review all new training material to stay up‑to‑date on changes to program knowledge, systems, and processes
Adhere to all attendance and work schedule requirements
CANDIDATE QUALIFICATIONS
Must be 18 years of age or older
High school diploma or equivalent
Experience with data‑entry utilizing a computer
The ability to read and speak English fluently
Have a wired, high‑speed internet connection (Download speed of 20Mbps+)
Excellent organizational, written, and oral communication skills
The ability to type swiftly and accurately (20+ words a minute)
Ability to work regularly scheduled shifts within our hours of operation including the training period.
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
Highly reliable with the ability to maintain regular attendance and punctuality
The ability to evaluate, troubleshoot, and follow‑up on customer issues
An aptitude for conflict resolution, problem solving and negotiation
Must be customer service oriented (empathetic, responsive, patient, and conscientious)
Ability to multi‑task, stay focused, and self‑manage
Strong team orientation and customer focus
The ability to thrive in a fast‑paced environment where change and ambiguity are prevalent
Excellent interpersonal skills and the ability to build relationships with your team and customers
PREFERRED (NOT REQUIRED)
One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment
Work at home experience
State or Federal work experience
ABOUT MCI (PARENT COMPANY) MCI helps customers take on their CX and DX challenges differently, creating industry‑leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time.
COMPA RATION & BENEFITS Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short‑term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team‑oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.
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. If reasonable accommodations are needed, please contact Human Resources.
DIVERSITY & 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. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations and ordinances where an employee works.
CONDITIONS OF EMPLOYMENT
Must be authorized to work in the country where the job is based.
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.
#J-18808-Ljbffr