Customer Service – Call Center Representatives – Federal Client

The Concourse Group LLC • Emmitsburg, MD

5d • Onsite

About The Position

The Concourse Group is looking for Customer Service Representatives who committed to excellence, to support a fast-paced and high-volume student services department for a federal client located in Emmitsburg, Maryland. This is an on-site position. Core hours of operations will be 8:00 a.m. – 4:30 p.m. Eastern Standard Time.
This position requires strong oral and written communication skills, knowledge of Excel, Outlook and other MS Office products, the ability to learn new skills quickly, and high standards for customer service and work quality. While training on specific tasks and systems will be provided, the ideal candidate will have exemplary attention to detail and organizational skills, a desire to support and help others, and won’t be afraid to ask questions. This position also requires a high level of multi-tasking, time management skills and decision-making skills.
The ideal candidate will be able to demonstrate experience working in a call center/ help desk position and/or student services or office of the registrar experience for an educational program. The ideal candidate will also live within a commutable distance to Emmitsburg, Maryland and will either possess a current or recent public trust suitability or be able to pass a background check to obtain one.

Requirements

• A Positive, can-do attitude.
• Ability to effectively manage communications, scheduling, and coordinate tasks.
• Skilled with attention to detail and employing methods of quality control in work product.
• Ability to follow a structured set of procedures, processes and guidelines.
• Ability to track metrics related to work executed and calls answered/ resolved.
• Ability to adapt to changing priorities and a wide scope of tasking.
• Ability to solve problems using critical thinking.
• Ability to assemble, communicate and present information clearly both verbally and in writing.
• Active listening skills and ability to distill information to provide necessary information, forms or direction to customers.
• Ability to understand customer problems, quickly learn new tools and technologies, and work both independently and as part of a team.
• Ability to solve problems using a detailed and well-ordered approach.
• Skills in MS Office applications (Excel, PowerPoint, Word).
• Must possess a high school diploma.
• Minimum of two years of experience in a customer service/ call center/ help desk position.
• Must be a U.S. Citizen or authorized to work in the United States(we do not sponsor work visas)
• Must be able to pass a background check/ federal suitability

Nice To Haves

• Minimum of two years of experience in a customer service/ call center/ help desk position for a federal government employer.
• Experience in a customer service/ call center/ help desk position for an educational institution.

Responsibilities

• Reconcile Duplicate Accounts. Provide user support in the form of synchronous coaching on access reconciling duplicate accounts, referring program and policy issues to appropriate government sources, and identifying issues for referral for IT support. Reconcile accounts with duplicate or multiple Student Identification Numbers (SID).
• Update, as necessary, student course records to reflect changes to general student information and profiles.
• Process Mail (Electronic mail). Correspondence delivered via electronic mail and Internet shall be processed as soon as practical. Standard letter and email templates may be used, as appropriate. Approximately 20,000 email messages are answered annually.
• Routine Requests Response. Written requests/inquiries from students and local, State, tribal and regional offices regarding student status shall be responded to within five working days of receipt. All telephone calls on the customer service call line shall be answered.
• Group Verification Requests. Verify Group Verification Requests are accurate and meet all personally identifiable information (PII) safeguards. Once Group Verifications Request has been verified, provide course completion data to the requestor.
• Requests for Official Transcripts. Prepare and send official transcript requests to various educational institutions, as requested by the student. Routine requests for official transcripts will typically be addressed via the Student Portal.
• Action Tracking: Track all action and metrics in a provided dashboard including metrics such as average interaction time, average response time, level of effort, escalation, number of cases, etc.

Benefits

• Healthcare Insurance Benefit | Health, Dental, and Vision benefits. Company-paid employee premiums.
• Life Insurance | Company-paid benefit.
• Long-Term Disability Insurance | Company-paid benefit.
• Short-Term Disability Insurance | Employee-paid premium.
• Health Savings Account | Pre-tax employee contribution.
• 401K | Pre-tax employee contribution and Concourse matches up to 4% of the employee contribution.
• Paid Time-Off (PTO) Benefit | 15 PTO days per year.
• Paid Holidays | Eleven (11) paid federal holidays.

What This Job Offers

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