Customer Service Representative (remote)

at  Central Research

Central Research, Inc. (CRI) is hiring Customer Service Representatives to perform contact center support for our federal contract servicing federal student loans. This is a professional, structured, and fast-paced environment. Customer Service Representatives will provide efficient and accurate servicing of student loan inquiries, perform account updates, and help counsel the customer to establish personalized repayment plans that meet Federal and State regulations and comply with company policy. Customer Center Representatives are expected to provide exceptional customer service while maintaining quality expectations for inbound and outbound customer interactions. To protect customer data, the highest levels of privacy and security are required.

CONTACT CENTER HOURS OF OPERATION:

• Monday: 8am-9pm EST
• Tuesday: 8am-8pm EST
• Wednesday: 8am-8pm EST
• Thursday: 8am-6pm EST
• Friday: 8am-6pm EST

Essential Duties and Responsibilities:

• Perform efficient and accurate handling of inquiries regarding student loans, appropriate account updates/changes, and provide repayment options within policies and Federal and State regulations.
• Handle inbound/outbound customer calls in a highly productive call center environment while meeting quality assurance and key performance indicators.
• Provide assistance with completion of customer applications to meet the guidelines outlined in department procedures.
• Ensure the highest levels of privacy and security to protect the client, their customers, and business partners while providing exceptional customer service

Required Education and Experience Qualifications:

• High School diploma or GED required
• 6 months of contact center or customer service experience in a business environment
• 6 months computer experience in a business environment
• Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C). Requirements are as follows:
• Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due)
• Must be a US Citizen
• Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance
• Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance
• Qualified applicants must reside within a 75-mile radius of Lowell, AR, Hendersonville, TN or Augusta, GA
• CRI is not currently accepting applications for this position from existing CRI employees.
• Reliable, high-speed internet connection is required. Applicants must have a direct hard-wired ethernet or cable connection with a minimum speed of 100 MBPS download and 50 MBPS upload.

Preferred Education and Experience Qualifications:

• Bachelor’s degree
• Call Center experience
• 6 months of Microsoft Office (Outlook, Word, Excel, and OneNote) experience

Required Knowledge, Skills & Abilities:

• Must possess a friendly and professional speaking voice and patient demeanor.
• Outstanding attendance and punctuality
• Ability to provide excellent customer service.
• Strong verbal and written communication skills
• Excellent time management and multi-tasking skills
• Strong computer skills (basic troubleshooting, fast and accurate typing, and using web browsers)
• To qualify, an applicant must pass an online customer service assessment test
• Must possess reliable high-speed internet using a hard-wired ethernet connection
• Must possess reliable transportation, to a CRI facility, throughout the course of employment

Note: CRI is partnering with Goldschmitt & Associates and ATL to successfully fill these critical positions. By submitting your application, you grant CRI permission to share your application, including your resume, with our partners, to aide them in meeting their Customer Service Rep staffing needs. Rest assured, your application will only be shared with our partners if CRI’s vacancies have been filled. You may opt out of this consideration within your application.
Equal Opportunity Employer:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. EEOC – Know Your Rights Poster.
NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company

• Perform efficient and accurate handling of inquiries regarding student loans, appropriate account updates/changes, and provide repayment options within policies and Federal and State regulations.
• Handle inbound/outbound customer calls in a highly productive call center environment while meeting quality assurance and key performance indicators.
• Provide assistance with completion of customer applications to meet the guidelines outlined in department procedures.
• Ensure the highest levels of privacy and security to protect the client, their customers, and business partners while providing exceptional customer servic