Inbound Call Center Tolling Representative (Full-Time)
$27,248,000–$35,880,000 year
On-siteDallas, Texas, United States or Irving, Texas, United States
Job Summary
Handle inbound and outbound contacts in a courteous, timely, and professional manner, listening actively to customers to understand their needs and resolve issues effectively. Research systems to locate missing information, coordinate with other departments, and use internal tools to manage accounts and process claims. Accurately document interactions, follow required scripts and policies to ensure compliance, and escalate unresolved or complex issues to supervisors. Strive for first-call resolution through effective problem-solving while maintaining confidentiality and complying with data protection requirements. Attend training sessions and meetings to stay current on system updates and processes.
Required Qualifications
- Must be 18 years or older
- High school diploma or equivalent
- Fluent in spoken and written English
- Wired high-speed internet connection (Download speed of 20Mbps+)
- Typing speed of 20+ WPM
- Ability to work scheduled shifts, including during training
- Basic proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
- Familiarity with Windows PC applications and ability to learn new systems
- Highly reliable with consistent attendance and punctuality
- Strong problem-solving, conflict resolution, and negotiation skills
- Customer service-oriented: empathetic, responsive, patient, and conscientious
- Ability to multi-task, self-manage, and stay focused
- Comfortable working in a fast-paced, dynamic environment
- Excellent interpersonal skills and ability to build rapport with customers and team members
- 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
- Must be willing to submit to drug screening
Desired Qualifications
- Experience with data entry and computer-based systems
- 1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center
- Previous work-from-home experience
- Experience in state or federal programs
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to drug screening
- Must submit up to a LEVEL II background and/or security investigation with a fingerprint
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