Call Center Representative (State Grants and Special Programs)

Pheaa • Harrisburg, PA

34d • $16 - $16 • Hybrid

About The Position

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. It is our daily goal to meet our public service mission -- creating affordable access to higher education. This entry-level clerical wage position provides outstanding customer service to State Grants and Special Programs customers. It is a hybrid role 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. As you become more confident and proficient in phone work, you may have the opportunity to develop your professional knowledge further and train on processing tasks.

Requirements

• High school diploma or equivalent required
• Computer literacy and knowledge of MS Office
• Must successfully complete a 4-week training program that combines lecture and practice on live customer accounts and performs account updates.
• Due to the amount and complexity of information, time off will not be permitted during the training period.
• Periodic training assessments with passing scores are required to continue through the full training program.
• Ability to multi-task, problem-solve, and perform in-depth research while assisting the customer.
• PHEAA’s environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.
• High School Diploma

Responsibilities

• 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 incoming 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 difficult or escalated call types and assist with resolution.
• Will work with one or multiple customer support lines.

Benefits

• Call Center Representatives can enroll in the Bronze Medical Insurance plan from day one of employment and will be required to join the State Employees Retirement System.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED