SGSP CW Call Center Representative
PHEAA•Harrisburg, PA
•Hybrid
About The Position
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 mission of creating affordable access to higher education. This role is hybrid 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.
Requirements
- Must come onsite 2 days a week
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 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.
Benefits
- Click here [https://www.pheaa.org/about/careers?requestedTabFragment=entry-level-benefits] to learn about PHEAA’s Entry Level Benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
