SGSP CW Call Center Representative

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!

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. 

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 week

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

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

Department: State Grant & Special Programs

Benefits: Please click here to learn about PHEAA’s Entry Level Benefits.

Job 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 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.

Required Skills

• Computer literacy and knowledge of MS Office
• High School/Equivalent
• Prior customer service experience.

Additional Job Requirements:

• Must complete a 3-week training program that combines lecture and practice on live customer accounts and performs account adjustments. Due to the amount and complexity of information, time off will not be permitted during the training period.
• Ability to multi-task, problem-solve, and perform in-depth research while assisting the customer.
• Applicants must meet the internet and security requirements below to work from home.

• Have a private, residential, high-speed internet connection (defined as a minimum of 200 Mbps)

• You must have a wired ethernet (direct) connection from PHEAA-supplied equipment to the home router OR have a Wi-Fi router that is configured to support WPA2 AES encryption to work wirelessly.

Preferred Qualifications and/or Experience:

• Two years’ experience in an administrative or call center role providing exceptional customer service.
• Proficiency in Microsoft Office Suite, including intermediate knowledge of Word and Microsoft Excel.
• Additional Language Skills: Fluent Spanish a plus

PHEAA’s environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.