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MCI · 5 months ago

Inbound Toll Collections Processing Agent

Dallas, TX

Full-time

Onsite

New Grad, Entry Level

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are looking for Customer Service Representatives to support inbound customer service, handling inquiries, troubleshooting disputes, processing payments, and assisting callers with inquiries professionally.

Business Information Systems

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

Qualification

Customer serviceData entryCommunication skillsMicrosoft Office SuiteTechnical supportProblem solvingTeam orientationMulti-taskingConflict resolutionInterpersonal skills

Required

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

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