SGSP CW Call Center Representative
PHEAA
SGSP CW Call Center Representative
PHEAA
Posted 3 days ago
Full Time
Harrisburg, Pennsylvania
Hybrid
Smart Summary
The Call Center Representative will handle inbound calls to resolve complex account issues and provide information regarding program eligibility. They are responsible for updating account information, processing documentation, and assisting customers with online account troubleshooting.
PHEAA is seeking candidates for a remote Call Center Representative role to assist Pennsylvania students with higher education access. This position involves answering inbound calls, resolving account issues, and providing excellent customer service, with comprehensive training provided.
Must Have Skills for ATS
Customer service
Inbound calls
Account troubleshooting
Problem resolution
Data entry
Communication
Research
Documentation
Conflict resolution
Job Description
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!
PHEAA's 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 PHEAA’s Entry Level Benefits.
Job Responsibilities
Call Center Representatives answer inbound calls, handling various complex account issues
Answer questions, identify the call's 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
PHEAA
At PHEAA, we are passionate about our mission of creating affordable access to higher education. As a leading student loan servicer, we develop solutions to ease the financial burdens of our students, seamlessly manage the loan portfolios of our partners, and invest in our nation’s future, while contributing our profits to help students who couldn’t otherwise afford college. As times change, our commitment to public service remains steadfast, and we are proud of the work we do to help people achieve their dreams. House Rules: https://www.facebook.com/pheaa.aid/about/ Pennsylvania Higher Education Assistance Agency (NMLS# 1619466)
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