Customer Service Representative I
Company Name:
National Student Clearinghouse
Description
Job
Summary:
The Customer Service Representative I position is primarily responsible for providing prompt, accurate, and courteous responses to questions about student loan deferments, student enrollment verifications, degree verifications, and transcript orders received via telephone, fax, mail, email, and web. This dynamic work environment experiences periods of high volume in certain job functions as they relate to educational academic calendars.
The primary activity is to answer all incoming telephone calls, faxes, and email as they relate to the multiple services offered by the National Student Clearinghouse. A team of customer service representatives works together to respond to internal and external clients in a manner consistent with department standards. The Representative is required to respond to a certain number of client inquiries as appropriate for their level of experience. This position works with internal Clearinghouse departments to address client issues and ensure effective and long-term problem resolution.
Position
Responsibilities:
Answer all incoming telephone calls related to student loan deferments, student enrollment verifications, degree verifications, and transcript orders.
Utilize multiple databases to review and resolve inquiries related to the applicable service.
Provide first tier support to all incoming service requests
Coordinate responses with the appropriate Clearinghouse department if customer requires a second level of support.
Contact entities as related to incoming calls for follow up and resolution, as appropriate.
Provide backup processing support related to student loan deferments, student enrollment verifications, degree verifications, and transcript orders using multiple databases, as needed.
Position may be required to perform other duties as required. These essential functions are representative of those that must be met by an employee to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Minimum Qualifications:
High School diploma or GED.
1
years of directly related experience in an industry with direct customer contact.
Competency with computer skills (e.g., for database, web applications, and email).
Strong oral and written communication skills.
Excellent verbal communication skills with an emphasis on proper grammar, etiquette, and vocal qualities such as tone, inflection, and enunciation.
Ability to work until 7:00 PM ET when scheduled.
Must live within a commutable distance to Herndon, Virginia.
Must possess basic writing and customer service skills as demonstrated by scoring at an acceptable level on the NSC Basic Skill Assessment.
Qualifications:
Some college.
Bilingual (Spanish).
Experience handling an average of 35
inbound and outbound calls per day.
Experience with the student loan industry, higher education industry, and/or web order management preferred.
Experience working with Microsoft Outlook.
Strong interpersonal skills with demonstrated ability to work effectively on teams.
Demonstrated ability to remain poised under pressure.
Physical Requirements:
Use of a computer terminal and/or laptop computer for 8 or more hours a day.
Use of a copy machine, fax machine, and telephone.
Frequently required to sit for 8 or more hours per day.
Must be able to wear telephone headset while answering telephone calls.
Must have oral communication and hearing abilities.
Vision abilities include close vision and the ability to adjust focus.
Ability to type and talk at the same time.
Requisition Number: 14-0054
Post Date: 9/19/2014
Title: Customer Service Representative I
Department: Dept - Customer Service
Job Category: Full Time
Number of Openings: 1
FLSA: Non-Exempt
Tier: Tier 1
City: Herndon
State: VAEstimated Salary: $20 to $28 per hour based on qualifications.
National Student Clearinghouse
Description
Job
Summary:
The Customer Service Representative I position is primarily responsible for providing prompt, accurate, and courteous responses to questions about student loan deferments, student enrollment verifications, degree verifications, and transcript orders received via telephone, fax, mail, email, and web. This dynamic work environment experiences periods of high volume in certain job functions as they relate to educational academic calendars.
The primary activity is to answer all incoming telephone calls, faxes, and email as they relate to the multiple services offered by the National Student Clearinghouse. A team of customer service representatives works together to respond to internal and external clients in a manner consistent with department standards. The Representative is required to respond to a certain number of client inquiries as appropriate for their level of experience. This position works with internal Clearinghouse departments to address client issues and ensure effective and long-term problem resolution.
Position
Responsibilities:
Answer all incoming telephone calls related to student loan deferments, student enrollment verifications, degree verifications, and transcript orders.
Utilize multiple databases to review and resolve inquiries related to the applicable service.
Provide first tier support to all incoming service requests
Coordinate responses with the appropriate Clearinghouse department if customer requires a second level of support.
Contact entities as related to incoming calls for follow up and resolution, as appropriate.
Provide backup processing support related to student loan deferments, student enrollment verifications, degree verifications, and transcript orders using multiple databases, as needed.
Position may be required to perform other duties as required. These essential functions are representative of those that must be met by an employee to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Minimum Qualifications:
High School diploma or GED.
1
years of directly related experience in an industry with direct customer contact.
Competency with computer skills (e.g., for database, web applications, and email).
Strong oral and written communication skills.
Excellent verbal communication skills with an emphasis on proper grammar, etiquette, and vocal qualities such as tone, inflection, and enunciation.
Ability to work until 7:00 PM ET when scheduled.
Must live within a commutable distance to Herndon, Virginia.
Must possess basic writing and customer service skills as demonstrated by scoring at an acceptable level on the NSC Basic Skill Assessment.
Qualifications:
Some college.
Bilingual (Spanish).
Experience handling an average of 35
inbound and outbound calls per day.
Experience with the student loan industry, higher education industry, and/or web order management preferred.
Experience working with Microsoft Outlook.
Strong interpersonal skills with demonstrated ability to work effectively on teams.
Demonstrated ability to remain poised under pressure.
Physical Requirements:
Use of a computer terminal and/or laptop computer for 8 or more hours a day.
Use of a copy machine, fax machine, and telephone.
Frequently required to sit for 8 or more hours per day.
Must be able to wear telephone headset while answering telephone calls.
Must have oral communication and hearing abilities.
Vision abilities include close vision and the ability to adjust focus.
Ability to type and talk at the same time.
Requisition Number: 14-0054
Post Date: 9/19/2014
Title: Customer Service Representative I
Department: Dept - Customer Service
Job Category: Full Time
Number of Openings: 1
FLSA: Non-Exempt
Tier: Tier 1
City: Herndon
State: VAEstimated Salary: $20 to $28 per hour based on qualifications.
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