SGSP CW Call Center Representative
Pheaa, Harrisburg, PA, United States
SGSP CW Call Center Representative Customer Service / Support / Operations
Harrisburg, PA
ID: 614-369
Full-Time/Regular
PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education. Give back tomorrow by joining us today! PHEAAs State Grants and Special Programs team is seeking qualified candidates to help us make a difference in the lives of Pennsylvania students. Our daily goal is to meet our public service mission of creating affordable access to higher education. This role is 100% remote and intended for long-term employment. Our knowledgeable training staff creates a comprehensive training program to ensure our team members are destined for success. Our dedicated Call Center Representatives provide a positive experience for all customers.
Salary: $16.00/hour
Training Shift: Monday Friday, 8:00 am 5:00 pm
Long Term Shift: Monday - Friday, 8:00 am 5:00 pm Hybrid - Must come onsite 2 days a month.
Location: PHEAA Headquarters 1200 North 7th Street Harrisburg PA 17102
Pay Increase: Pay will increase to $16.50/Hourly after 6 months of continuous employment.
Department: State Grant & Special Programs
Benefits: Please click here to learn about PHEAAs Entry Level Benefits.
Job Responsibilities
Call Center Representatives answer inbound calls, handling various complex account issues
Answer questions, identify the calls root cause, and conduct research to resolve the customer inquiry upon first contact. Customer interactions must adhere to program regulations, PHEAA objectives, and department policies/procedures
Assist customers with troubleshooting online account issues and utilizing available online tools
Update customer and account information as needed
Process correspondence, student emails, forms, or other customer documents
Counsel customers on program eligibility criteria and what documentation to submit to complete their accounts. This includes but is not limited to answering application inquiries, reviewing eligibility materials, discussing the applicant record status, and discussing additional program requirements
Professionally handle complex or escalated callers and assist with resolution
Will work with one or multiple customer support lines
Required Skills High School Diploma
Computer literacy and knowledge of MS Office
Prior customer service experience
Additional Job Requirements:
Must complete a 3-week training program that combines lecture and practice on live customer accounts and performs account adjustments. Due to the amount and complexity of information, time off will not be permitted during the training period
Ability to multi-task, problem-solve, and perform in-depth research while assisting the customer
Applicants must meet the internet and security requirements below to work from home
Have a private, residential, high-speed internet connection (defined as a minimum of 200 Mbps)
You must have a wired ethernet (direct) connection from PHEAA-supplied equipment to the home router OR have a Wi-Fi router that is configured to support WPA2 AES encryption to work wirelessly
Preferred Qualifications and/or Experience:
Associates degree and two years experience in an administrative role providing exceptional customer service.
Proficiency in Microsoft Office Suite, including intermediate knowledge of Word and Microsoft Excel.
Additional Language Skills: Fluent Spanish a plus
PHEAAs environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.
Harrisburg, PA
ID: 614-369
Full-Time/Regular
PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education. Give back tomorrow by joining us today! PHEAAs State Grants and Special Programs team is seeking qualified candidates to help us make a difference in the lives of Pennsylvania students. Our daily goal is to meet our public service mission of creating affordable access to higher education. This role is 100% remote and intended for long-term employment. Our knowledgeable training staff creates a comprehensive training program to ensure our team members are destined for success. Our dedicated Call Center Representatives provide a positive experience for all customers.
Salary: $16.00/hour
Training Shift: Monday Friday, 8:00 am 5:00 pm
Long Term Shift: Monday - Friday, 8:00 am 5:00 pm Hybrid - Must come onsite 2 days a month.
Location: PHEAA Headquarters 1200 North 7th Street Harrisburg PA 17102
Pay Increase: Pay will increase to $16.50/Hourly after 6 months of continuous employment.
Department: State Grant & Special Programs
Benefits: Please click here to learn about PHEAAs Entry Level Benefits.
Job Responsibilities
Call Center Representatives answer inbound calls, handling various complex account issues
Answer questions, identify the calls root cause, and conduct research to resolve the customer inquiry upon first contact. Customer interactions must adhere to program regulations, PHEAA objectives, and department policies/procedures
Assist customers with troubleshooting online account issues and utilizing available online tools
Update customer and account information as needed
Process correspondence, student emails, forms, or other customer documents
Counsel customers on program eligibility criteria and what documentation to submit to complete their accounts. This includes but is not limited to answering application inquiries, reviewing eligibility materials, discussing the applicant record status, and discussing additional program requirements
Professionally handle complex or escalated callers and assist with resolution
Will work with one or multiple customer support lines
Required Skills High School Diploma
Computer literacy and knowledge of MS Office
Prior customer service experience
Additional Job Requirements:
Must complete a 3-week training program that combines lecture and practice on live customer accounts and performs account adjustments. Due to the amount and complexity of information, time off will not be permitted during the training period
Ability to multi-task, problem-solve, and perform in-depth research while assisting the customer
Applicants must meet the internet and security requirements below to work from home
Have a private, residential, high-speed internet connection (defined as a minimum of 200 Mbps)
You must have a wired ethernet (direct) connection from PHEAA-supplied equipment to the home router OR have a Wi-Fi router that is configured to support WPA2 AES encryption to work wirelessly
Preferred Qualifications and/or Experience:
Associates degree and two years experience in an administrative role providing exceptional customer service.
Proficiency in Microsoft Office Suite, including intermediate knowledge of Word and Microsoft Excel.
Additional Language Skills: Fluent Spanish a plus
PHEAAs environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.