Customer Service Representative

The Michelle Martin Group•Baltimore, MD

5d•$20 - $22

About The Position

MMG is hiring Customer Service Representatives to support a university Financial Aid office. You will answer inbound calls from students and families, provide clear guidance on routine financial aid questions, and route complex issues to Financial Aid staff. You must be professional, accurate, and comfortable working in a high-volume queue.

Requirements

1+ year experience in customer service, call center, help desk, or student services.
Strong verbal communication and active listening skills.
Comfortable using computers and learning new systems quickly.
Reliable attendance and ability to stay focused in a busy queue.
Professional judgment and ability to follow policies and scripts.
Selected candidates MUST provide PASS a background check prior to starting work.

Nice To Haves

Experience in higher education (financial aid, bursar, registrar, advising, admissions, student accounts).
Experience using ticketing systems or CRMs.
Bilingual [Spanish/other] is a plus.

Responsibilities

Answer inbound calls in a queue-based environment with a calm, professional tone.
Help students and families with routine questions (deadlines, forms, verification steps, next steps).
Follow approved scripts, FAQs, and office guidelines to ensure consistent answers.
Verify identity before sharing any student-specific information, following FERPA and client rules.
Document each interaction in the designated system (notes/ticket/CRM as directed).
Escalate complex or sensitive questions to the right Financial Aid staff member.
Meet basic performance expectations (attendance, schedule adherence, quality/accuracy).