At arenaflex, we're dedicated to providing exceptional customer service to individuals seeking assistance with Federal Student Aid (FSA) Loan Servicing. As a Customer Service Representative, you'll play a vital role in ensuring that our clients receive the highest level of support and guidance throughout their journey. If you're passionate about delivering outstanding customer experiences and have a knack for problem-solving, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of customer service solutions, partnering with government agencies to deliver top-notch support to citizens. Our team is comprised of dedicated professionals who share a common goal: to make a positive impact on people's lives. With a strong commitment to excellence, we strive to create a work environment that fosters growth, collaboration, and innovation.
**Job Summary**
We're seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a key member of our FSA Loan Servicing team, you'll be responsible for providing exceptional support to clients via phone, email, and chat. Your primary duties will include:
* Responding to incoming calls, emails, and chats regarding FSA Loan Servicing
* Making outbound calls to clients to resolve issues and provide guidance
* Utilizing our computerized system to track, gather information, and troubleshoot client inquiries
* Providing feedback and input on call trends, processes, procedures, and training
* Referring clients to published materials, secondary sources, or more senior staff as needed
**Responsibilities**
* Provide customer service for basic and routine inquiries and problems via multiple channels (phone, email, web chat, or written letters)
* Use computerized system for tracking, information gathering, and/or troubleshooting
* Provide feedback when needed, provide input on call trends, processes, procedures, and training
* May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
* Respond to incoming calls, emails, or chats and make outbound calls regarding FSA Loan Servicing
* Utilize available systems, knowledgebase, and standard technology such as telephone, email, and web browser to respond to inquiries and perform job duties
* Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
* Use computerized system for tracking, information gathering, and/or troubleshooting
* Support Contact Center expectations as well as departmental and corporate policies and procedures
* Maintain regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks
* Assist with Credit Bureau Requests utilizing established processes and procedures
* Refer escalated calls or inquiries to appropriate levels as needed
* Basic math and PC skills including MS Office applications required
* Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
* Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
* Regular and predictable attendance is required
* Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed
**Requirements**
* High School diploma or equivalent with 6 months of customer service experience
* Must be able to speak and read English clearly, professionally, and fluently
* Must reside in the U.S. and be a U.S. citizen
* Must be able to pass a criminal background check
* May be required to work scheduled holidays, overtime, and weekends
* Must be able to effectively read a prepared/written script out loud
* Cannot be in default on any federal student loans
* Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. New and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by arenaflex.
**Benefits**
* Competitive pay rate based on the county in which you live
* Additional bonuses available
* Paid training
* The opportunity to work from the comfort of your home
* Supportive environment with peers who share your passion for improving people's lives
* A career path that unfolds based on how you want to grow within the company
* This will be for a limited service position (Approximately 6 Months)
**Work Environment**
* This is a remote position, but you must live within 1 hour of Jacksonville, FL and be willing to work onsite for up to one week.
* Training Schedule: Must be able to attend 4 weeks of Training (remotely - from home), Monday - Friday, 9am-5:30pm ET. No time off is permitted during training.
* Hours of Operation:
+ Mon: 8 am - 11 pm EST
+ Tue - Fri: 8 am - 8 pm EST
+ Sat: 10 am - 2 pm EST
**Compensation**
* For positions on this contract, arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below.
We look forward to hearing from you and exploring how you can contribute to our team's mission to provide exceptional customer service to our clients.