Inbound Toll Collections Agent

Job Description:

• This position supports customer service, technical support, and customer sales interactions.
• This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.
• 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.
• 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.

Requirements:

• 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

Benefits:

• 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 90 days of employment, and all employees have access to MEC medical plans after just 30 days.
• Retirement Savings : Secure your future with retirement savings programs, where available.
• Disability Insurance : Short- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance : Access life insurance options to safeguard your loved ones.
• 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.

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