Customer Service Representative
The Michelle Martin Group, Baltimore, Maryland, United States, 21276
Job Title: Customer Service Representative
Location: Baltimore, MD
Hours: Monfay through Friday, 8:00am-5:00pm
Compensation: $20-22/hr. Pay based on experience; higher rates considered for higher education/student services and strong call center performance.
MMG is hiring Customer Service Representatives to support a university Financial Aid office. You will answer inbound calls from students and families, provide clear guidance on routine financial aid questions, and route complex issues to Financial Aid staff. You must be professional, accurate, and comfortable working in a high-volume queue.
What You'll Do
Answer inbound calls in a queue-based environment with a calm, professional tone. Help students and families with routine questions (deadlines, forms, verification steps, next steps). Follow approved scripts, FAQs, and office guidelines to ensure consistent answers. Verify identity before sharing any student-specific information, following FERPA and client rules. Document each interaction in the designated system (notes/ticket/CRM as directed). Escalate complex or sensitive questions to the right Financial Aid staff member. Meet basic performance expectations (attendance, schedule adherence, quality/accuracy). What You Need
1+ year experience in customer service, call center, help desk, or student services. Strong verbal communication and active listening skills. Comfortable using computers and learning new systems quickly. Reliable attendance and ability to stay focused in a busy queue. Professional judgment and ability to follow policies and scripts. Preferred (Nice to Have)
Experience in higher education (financial aid, bursar, registrar, advising, admissions, student accounts). Experience using ticketing systems or CRMs. Bilingual [Spanish/other] is a plus. Selected candidates MUST provide PASS a background check prior to starting work.
Benefits:
Medical, Dental, and Vision (FT Employees working 30+ hours weekly) Paid Time Off (PTO) Paid Training Direct Deposit
Who We Are
The Michelle Martin Group (MMG) is a certified WOSB (Woman-Owned Small Business) and MBE (Minority Business Enterprise) staffing and workforce solutions firm specializing in providing top-tier talent to organizations across various industries. With a strong commitment to excellence, integrity, and community impact, we partner with businesses, government agencies, and educational institutions to deliver high-quality staffing solutions. Our expertise in temporary, contract, and direct-hire placements ensures that both our clients and job seekers receive the best possible experience.
How to Apply Interested candidates should submit their resume online ONLY.
If you have any questions about the legitimacy of this role or the hiring process, please contact MMG at hello@michellemartingroup.com
The Michelle Martin Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Location: Baltimore, MD
Hours: Monfay through Friday, 8:00am-5:00pm
Compensation: $20-22/hr. Pay based on experience; higher rates considered for higher education/student services and strong call center performance.
MMG is hiring Customer Service Representatives to support a university Financial Aid office. You will answer inbound calls from students and families, provide clear guidance on routine financial aid questions, and route complex issues to Financial Aid staff. You must be professional, accurate, and comfortable working in a high-volume queue.
What You'll Do
Answer inbound calls in a queue-based environment with a calm, professional tone. Help students and families with routine questions (deadlines, forms, verification steps, next steps). Follow approved scripts, FAQs, and office guidelines to ensure consistent answers. Verify identity before sharing any student-specific information, following FERPA and client rules. Document each interaction in the designated system (notes/ticket/CRM as directed). Escalate complex or sensitive questions to the right Financial Aid staff member. Meet basic performance expectations (attendance, schedule adherence, quality/accuracy). What You Need
1+ year experience in customer service, call center, help desk, or student services. Strong verbal communication and active listening skills. Comfortable using computers and learning new systems quickly. Reliable attendance and ability to stay focused in a busy queue. Professional judgment and ability to follow policies and scripts. Preferred (Nice to Have)
Experience in higher education (financial aid, bursar, registrar, advising, admissions, student accounts). Experience using ticketing systems or CRMs. Bilingual [Spanish/other] is a plus. Selected candidates MUST provide PASS a background check prior to starting work.
Benefits:
Medical, Dental, and Vision (FT Employees working 30+ hours weekly) Paid Time Off (PTO) Paid Training Direct Deposit
Who We Are
The Michelle Martin Group (MMG) is a certified WOSB (Woman-Owned Small Business) and MBE (Minority Business Enterprise) staffing and workforce solutions firm specializing in providing top-tier talent to organizations across various industries. With a strong commitment to excellence, integrity, and community impact, we partner with businesses, government agencies, and educational institutions to deliver high-quality staffing solutions. Our expertise in temporary, contract, and direct-hire placements ensures that both our clients and job seekers receive the best possible experience.
How to Apply Interested candidates should submit their resume online ONLY.
If you have any questions about the legitimacy of this role or the hiring process, please contact MMG at hello@michellemartingroup.com
The Michelle Martin Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.