SGSP CW Call Center Representative

PHEAA • Harrisburg, PA

6h • Hybrid

About The Position

PHEAA’s State Grants and Special Programs team is seeking qualified candidates to help provide affordable access to higher education for Pennsylvania students. Call Center Representatives provide a positive customer experience by answering inbound calls and resolving a range of complex account issues. The role includes researching inquiries, helping customers use online tools, updating account information, processing documents, and counseling customers about program eligibility and documentation requirements.

The role is hybrid and intended for long-term employment. Training is conducted onsite Monday through Friday, 8:00 AM–5:00 PM. The long-term schedule is Monday through Friday, 8:00 AM–5:00 PM, with at least two onsite days per week. The position is located at PHEAA Headquarters, 1200 North 7th Street, Harrisburg, PA 17102. The stated salary is $16.00 per hour, increasing to $16.50 per hour after six months of continuous employment.

Responsibilities

• Answer inbound calls and handle various complex account issues.
• Answer questions, identify the root cause of calls, and research inquiries to resolve them on first contact while adhering to program regulations, PHEAA objectives, and department policies and procedures.
• Help customers troubleshoot online account issues and use available online tools.
• Update customer and account information as needed.
• Process correspondence, student emails, forms, and other customer documents.
• Counsel customers on program eligibility criteria and documentation needed to complete accounts, including application inquiries, eligibility materials, applicant record status, and additional program requirements.
• Professionally handle complex or escalated callers and assist with resolution.
• Work with one or multiple customer support lines.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed