Call Center Representative (State Grants and Special Programs)

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!

Salary:  $16.00/hour

Training Shift: Monday – Friday, 8:00 am – 5:00 pm

Long Term Shift: Monday - Friday, 8:00 am – 5:00 pm Hybrid -Must come onsite 2 days a month. 

Location: PHEAA Headquarters – 1200 North 7th Street Harrisburg PA 17102

Pay Increase: Pay will increase to $16.50/Hourly after 6 months of continuous employment.

Department: State Grant & Special Programs Contact Center

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.

Additional 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. Learn more about these benefits here: https://www.pheaa.org/about/careers/index.shtml 

Primary Duties and Responsibilities

Call Center Representatives 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.

Required Skills

Required Skills

High school diploma or equivalent required

Computer literacy and knowledge of MS Office

ADDITIONAL JOB REQUIREMENTS

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.

Required Experience

High School Diploma