Remote Contact Center Tolling Representative – Customer Service & Technical Support Specialist for Commercial & Public Sector Clients

Company Overview – Who We Are

Marlowe Companies Inc. (MCI) is a fast‑growing, technology‑driven business services organization headquartered in Iowa City, Iowa. Recognized by Inc. Magazine as one of the nation’s fastest‑growing private companies, MCI operates a network of nine customer contact management centers and a suite of specialized subsidiaries ranging from automated contact center solutions to digital experience platforms. With more than 2,500 talented professionals serving over 150 North American clients—including federal agencies, state governments, and major commercial brands—MCI is committed to delivering innovative, data‑rich solutions that help clients “do more for less.” Our culture blends entrepreneurial spirit with a deep respect for people, encouraging every employee to take ownership, grow their skill set, and contribute to a shared mission of excellence.

Position Summary – What You’ll Do

We are seeking a highly motivated, remote‑based Contact Center Tolling Representative to join our dynamic customer service team. In this role you will be the voice of MCI’s premier brands, handling inbound and outbound interactions for both commercial and public‑sector clients. You will troubleshoot technical issues, provide product guidance, process claims, and even introduce new services—all while delivering a best‑in‑class experience that reflects our company’s reputation for professionalism and reliability. This position offers a flexible schedule, comprehensive training, and clear pathways to advancement into supervisory, training, talent acquisition, or operations management roles.

Key Responsibilities – Your Daily Impact

As a Contact Center Tolling Representative, you will:

• Manage high‑volume inbound and outbound calls with courtesy, accuracy, and a sense of urgency.
• Listen actively to understand each customer’s unique needs, then resolve issues or route them appropriately.
• Research internal systems to locate missing information, collaborating with cross‑functional teams when necessary.
• Follow established client scripts and policies while maintaining a natural, personable tone.
• Document every interaction in the appropriate CRM or claims processing platform, ensuring data integrity.
• Utilize the knowledge base and ongoing training to answer product‑related questions confidently.
• Maintain confidentiality of all personal and proprietary information in accordance with privacy regulations.
• Escalate complex or unresolved issues to senior staff or managers promptly, following defined escalation pathways.
• Strive for first‑call resolution by employing effective problem‑solving techniques.
• Participate in regular training sessions, team meetings, and performance reviews to stay current on product updates and process enhancements.
• Adhere to attendance, punctuality, and schedule commitments to maintain service level agreements.

Essential Qualifications – What We Require

These core qualifications represent the minimum standards for success in this role:

• Minimum age of 18 years and a high school diploma or equivalent.
• Proven experience with data‑entry and computer navigation, including a solid typing speed of at least 20 words per minute.
• Fluent written and spoken English communication skills.
• A reliable, wired broadband connection with a download speed of 20 Mbps or higher.
• Strong organizational abilities and the capacity to manage multiple tasks simultaneously.
• Fundamental proficiency with the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Basic familiarity with Windows‑based applications and a demonstrated ability to learn new software quickly.
• High reliability regarding attendance and punctuality.
• Adeptness at evaluating, troubleshooting, and following up on customer issues.
• Natural aptitude for conflict resolution, problem‑solving, and negotiation.
• A genuine, customer‑service mindset that is empathetic, responsive, patient, and conscientious.
• Ability to thrive in a fast‑paced, ever‑changing environment.
• Strong interpersonal skills that foster positive relationships with teammates, managers, and customers.

Preferred Qualifications – Nice‑to‑Have Experience

While not mandatory, the following experience will give you an edge:

• At least one year of experience in a contact‑center setting covering customer service, technical support, inside sales, back‑office, chat, or administrative assistance.
• Prior work‑from‑home experience, demonstrating self‑discipline and effective home‑office setup.
• Experience interacting with state or federal agencies or governmental programs.

Core Competencies & Skills – What Success Looks Like

• Communication Excellence: Clear, concise, and friendly articulation of information both verbally and in writing.
• Active Listening: Ability to discern underlying issues and respond with tailored solutions.
• Technical Proficiency: Comfort navigating multiple software platforms, troubleshooting basic technical problems, and quickly mastering new tools.
• Time Management: Efficient handling of call volume while meeting quality standards.
• Team Collaboration: Willingness to share knowledge, support peers, and contribute to collective goals.
• Adaptability: Resilience in the face of shifting priorities, new product releases, or procedural changes.
• Attention to Detail: Accurate documentation and error‑free data entry.
• Sales Acumen (Optional): Ability to identify upsell or cross‑sell opportunities when appropriate, aligning with client needs.

Career Development & Growth Opportunities

MCI invests heavily in the professional development of its people. As a Contact Center Tolling Representative you will benefit from:

• Comprehensive onboarding and continuous training programs that cover product knowledge, communication techniques, and compliance.
• Mentorship pathways where seasoned leaders provide guidance and feedback.
• Clear promotion tracks leading to roles such as Team Lead, Supervisor, Trainer, Talent Acquisition Specialist, or Operations Manager.
• Access to internal learning platforms offering courses on advanced customer service, data analytics, and leadership.
• Opportunities to work across MCI’s diverse portfolio, gaining exposure to federal, state, and commercial sectors.

Work Environment & Culture – What It’s Like to Be Part of MCI

Even though this role is remote, you will be fully integrated into a vibrant, collaborative culture:

• Virtual Team Huddles: Daily or weekly video check‑ins to share wins, address challenges, and celebrate achievements.
• Inclusive Leadership: Managers who encourage open dialogue, recognize contributions, and foster a safe space for ideas.
• Casual Dress Code: Comfort is valued, especially for home‑based work.
• Recognition Programs: Monthly awards, peer‑nominated shout‑outs, and incentive contests that reward performance with cash bonuses, tech gadgets, and even travel experiences.
• Well‑being Initiatives: Access to virtual wellness webinars, mental‑health resources, and optional fitness challenges.

Compensation, Benefits & Perks – Rewards for Your Hard Work

We believe that dedication should be recognized both financially and through holistic benefits:

• Competitive Base Salary: Aligned with market rates and commensurate with experience.
• Performance‑Based Incentives: Regular bonuses, prize contests, and recognition awards.
• Medical, Dental, and Vision Insurance: A choice of plans available after 30 days of employment, with additional group options after 90 days.
• Paid Time Off (PTO) & Paid Holidays: Generous accruals to support work‑life balance.
• Flexible Scheduling: Multiple shift options and the ability to customize a work‑life schedule that fits your personal commitments.
• Remote Work Stipend: Potential reimbursement for home‑office essentials (e.g., headset, ergonomic chair).
• Career Advancement Support: Tuition reimbursement and sponsorship for relevant certifications.
• Employee Assistance Program (EAP): Confidential counseling and resources for personal or professional concerns.

Schedule & Flexibility – Work‑Life Harmony

MCI offers a variety of scheduling models to accommodate diverse lifestyles. Whether you are a parent, student, or simply prefer non‑traditional hours, we can work with you to design a shift pattern that aligns with both your needs and the operational demands of our clients. All candidates must be available for the agreed‑upon training period and subsequent regular hours, which may include evenings, weekends, or holidays depending on the client contract.

Application Process – How to Join Our Team

Ready to take the next step? Follow these simple steps:

• Submit Your Application: Complete the online form and attach an updated resume.
• Phone Screening: A Talent Acquisition Specialist will review your background and discuss the role.
• Virtual Interview: Participate in a video interview focused on competency and cultural fit.
• Background & Security Checks: Provide authorization for a Level II background investigation, fingerprinting, and drug screening as required.
• Onboarding & Training: Upon successful clearance, you will enroll in MCI’s award‑winning training program, designed to set you up for success from day one.

Commitment to Diversity, Equity & Inclusion

MCI embraces a culture of diversity where every employee’s unique perspective is valued. We are an equal‑opportunity employer and will not discriminate on the basis of age, ancestry, color, gender identity, sexual orientation, disability, veteran status, or any characteristic protected by law. We actively promote inclusive hiring practices, provide reasonable accommodations throughout the employment lifecycle, and nurture an environment where everyone can thrive.

COVID‑19 Safety Measures – Protecting Our People

Although this role is remote, MCI maintains strict health protocols for any on‑site activities. For candidates who must attend in‑person training or meetings, we enforce:

• Mandatory mask usage in accordance with local mandates.
• Daily temperature checks and symptom screenings.
• Enhanced cleaning procedures for shared spaces.
• Social‑distancing guidelines and limited room capacities.

Our comprehensive approach ensures a safe environment for all employees, contractors, and visitors.

Physical Requirements & Reasonable Accommodations

The position primarily involves sedentary work at a computer workstation. You will:

• Spend extended periods seated while using a telephone headset and performing data entry.
• Occasionally stand, walk short distances, and lift objects up to 40 pounds.
• Operate standard office equipment such as printers, scanners, and copiers.

MCI complies with the Americans with Disabilities Act (ADA) and will provide reasonable accommodations upon request, unless such accommodations cause undue hardship. Please contact Kate Murph, Vice President of Human Resources, at [email protected] for any accommodation needs.

Conclusion – Join a Winning Team

If you are a confident communicator with a passion for helping customers, a knack for problem‑solving, and a desire to grow within a forward‑thinking organization, we want to hear from you. Apply today to become a part of MCI’s thriving remote workforce and start a rewarding career that offers both professional development and personal fulfillment.

Apply Now – Your Future Starts Here

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