At arenaflex, we're committed to delivering exceptional customer service and support to our clients, and we're seeking a highly skilled and dedicated individual to join our team as a Customer Service Representative. As a key member of our team, you'll play a vital role in providing top-notch service to our customers, resolving their inquiries and concerns in a timely and professional manner.
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services to the public sector, and we're proud to be a trusted partner to the Department of Education. Our team is passionate about making a difference in people's lives, and we're committed to delivering exceptional service and support to our clients. We're a dynamic and fast-paced organization that values innovation, teamwork, and customer satisfaction.
**Job Summary**
As a Customer Service Representative, you'll be responsible for responding to incoming calls, emails, and chats, as well as making outbound calls to customers regarding Federal Student Aid (FSA) Loan Servicing. You'll work closely with our team to resolve customer inquiries and concerns, and provide exceptional service to our clients. This is a remote position, but you must live within 1 hour of Jacksonville, FL and be willing to work onsite for up to one week.
**Training Schedule**
To prepare you for this role, arenaflex provides paid, comprehensive training, which ensures our employees are equipped with the highest levels of knowledge and professionalism. The training schedule is as follows:
* 4 weeks of training (remotely from home), Monday - Friday, 9am-5:30pm ET
* No time off is permitted during training
**Pay and Benefits**
* Competitive pay rate based on the county in which you live
* Additional bonuses available
* Paid training
* The opportunity to work from the comfort of your home
* Supportive environment with peers who share your passion for improving people's lives
* A career path that unfolds based on how you want to grow within the company
**Essential Duties and Responsibilities**
* Handles customer service inquiries and problems via the telephone, recording consistent problem areas. May respond to e-mail inquiries.
* Customer service is the primary function.
* Calls are basic and routine.
* Uses computerized system for tracking, information gathering, and/or troubleshooting.
* May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff. Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing
* Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties
* Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
* Use computerized system for tracking, information gathering, and/or troubleshooting
* Support Contact Center expectations as well as departmental and corporate policies and procedures
* Maintain regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks
* Assist with Credit Bureau Requests utilizing established processes and procedures
* Refer escalated calls or inquiries to appropriate levels as needed
**Minimum Requirements**
* High School diploma or equivalent with 6 months of customer service experience.
* Must be able to speak, read, and write in English fluently
* Basic math and PC skills including MS Office applications required
* Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
* Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
* Regular and predictable attendance is required
* Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed
**Additional Requirements as per Contract/Client**
* Must reside in the U.S. and be a U.S. citizen
* Must be able to pass a criminal background check
* May be required to work scheduled holidays, overtime, and weekends
* Must be able to effectively read a prepared / written script out loud
* Cannot be in default on any federal student loans
* Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education.
* Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. New and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by arenaflex.
**Home Office Requirements**
* Internet speed internet of 25 mbps or higher required (you can test this by going to www.speedtest.net)
* Hardwired internet (ethernet) connection router, cannot connect via Wi-Fi
* Must have a personal desktop or laptop computer to use for the first few weeks of training with a private work area and adequate power source
* All equipment will need to be picked up in our Jacksonville, FL office
**EEO Statement**
Active military service members, their spouses, and veteran candidates often embody the core competencies arenaflex deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. arenaflex is an Affirmative Action/Equal Opportunity Employer. arenaflex provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
**Pay Transparency**
For positions on this contract, arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
**Hourly Base Pay Minimum for this Position**
$ 17.20
**Hourly Base Pay Maximum for this Position**
$ 17.20
**Remote**
Yes
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity to join our team at arenaflex.
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