The Customer Service Representative provides virtual customer service support to the scholarship application audience for the scholarship programs we serve, as well as technical guidance to manage the scholarship application process through knowledge of our proprietary software business systems. Customer Service Representatives support the scholarship administration process by updating, verifying, and monitoring data associated with scholarship applications and client parameters within our systems. Position Expectations: Provide customer service through email, telephone and chat or text as technology matures. Interact with students, parents, high school and university officials, and other constituents by providing accurate and timely program information and problem-solving with a student-centered approach. Follow data privacy guidelines in written and verbal communication. Proactively collaborate with program managers by providing program updates, suggestions, and feedback, and assisting with knowledgebase development. Ensure quality customer service by providing internal team updates throughout the program cycle, with the goal of reducing the number of contacts escalated to the program manager. Communicate with team members and supervisor regarding individual program needs and coordinate daily work with team leads to ensure service levels are met. Update student data using internal systems. Track customer contact metrics through applicable software. Test and provide feedback for scholarship program applications and student-facing software. Cross-train and perform a variety of tasks as time allows including academic verifications, renewal application processing, translations, and data entry. Minimum Requirements: Ability to analyze information and resources to effectively achieve results for optimal solutions and problem resolution. Previous experience in internal or external customer support through email and/or phone interaction. Proficiency in Microsoft Office Suite (specifically Outlook, Word, Excel). Proficient data entry computer skills. Ability to multitask while maintaining quality results (i.e. email, chat, text and phone). Ability to learn new technologies with focus on continuous improvement. Demonstrated proficiency to communicate, listen to and understand information and ideas presented. Highly organized, strong attention to detail to produce the highest quality work and follow through on escalated contacts with a focus on prioritization. Regular & timely attendance to support business & client needs and prioritization to effectively manage competing priorities. Preferred Requirements: Fluency in Spanish. Cultural awareness to appreciate varied lived experiences and the potential impact on educational achievement. Associate degree or equivalent experience. Background utilizing multiple computer systems simultaneously to gather relevant data. Virtual customer service experience. Full Pay range: Non-Exempt ($14.08 - $17.60 - $21.11 ~ per hour) This is the pay range for our staff in this position, from entry to fully independent and proficient in the role utilizing our propriety systems and processes. The candidate selected for this position will be offered a wage applicable to their background and skill set as aligned to our business. This will result in an initial offer between $14.50 - $15.50 per hour for this position. We are an 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 veteran status. We Have One Passion. Every Student.
Salary: $14.50 - $15.50 an hour
Employment Type: Full-time
Qualifications
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