Central Research, Inc. (CRI) is hiring Customer Service Representatives to perform contact center support for our federal contract servicing federal student loans. This is a professional, structured, and fast-paced environment. Customer Service Representatives will provide efficient and accurate servicing of student loan inquiries, perform account updates, and help counsel the customer to establish personalized repayment plans that meet Federal and State regulations and comply with company policy. Customer Center Representatives are expected to provide exceptional customer service while maintaining quality expectations for inbound and outbound customer interactions. To protect customer data, the highest levels of privacy and security are required.
Compensation & Health and Welfare:
Customer Center Representatives earn $17.20 per hour. In addition, the employee will earn $4.41 per hour paid (capped at 40 hours per week) in Health and Welfare. If the employee works a 40-hour week, this Health and Welfare will cover the full cost of employee-only medical, dental and vision premiums. This means the company is paying the employee’s medical, dental and/or insurance premiums.
Work Location:
These positions are currently remote (work from home). To qualify, applicants must live within a 75-mile radius of a Central Research deployment facility (Lowell, AR or Augusta, GA). The reason for this is the employee is expected to pick up their equipment and PIV card/credentials, come into the facility whenever the equipment must be repaired or replaced, return their equipment to the facility at the end of their employment.
Training:
New hires will be trained to understand federal regulations and company policies and the use of customer relationship tools to offer personalized interaction to meet the unique needs of each customer inquiry. Employees must be fully available to successfully complete a remote paid training curriculum, which can extend up to 5-6 weeks.
The hours of training are 8am to 5pm (Central Time), Monday through Friday.
After Training has been completed new hires will be assigned a 40-hour scheduled shift during operational hours. Applicants should understand that by submitting their application, they agree to be available for an assigned shift during any of the times below, or at the discretion of CRI, and that the employee may not be able to select their preferred schedule.
Contact Center hours of operation:
- Monday: 8am-9pm EST
- Tuesday: 8am-8pm EST
- Wednesday: 8am-8pm EST
- Thursday: 8am-6pm EST
- Friday: 8am-6pm EST
Essential Duties and Responsibilities:
- Perform efficient and accurate handling of inquiries regarding student loans, appropriate account updates/changes, and provide repayment options within policies and Federal and State regulations.
- Handle inbound/outbound customer calls in a highly productive call center environment while meeting quality assurance and key performance indicators.
- Provide assistance with completion of customer applications to meet the guidelines outlined in department procedures.
- Ensure the highest levels of privacy and security to protect the client, their customers, and business partners while providing exceptional customer service
Required Education and Experience Qualifications:
- High School diploma or GED required
- 6 months of contact center or customer service experience in a business environment
- 6 months computer experience in a business environment
- Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C). Requirements are as follows:
- Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due)
- Must be a US Citizen
- Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance
- Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance
- Qualified applicants must reside within a 75-mile radius of Lowell, AR or Augusta, GA
- CRI is not currently accepting applications for this position from existing CRI employees
Preferred Education and Experience Qualifications:
- Bachelor's degree
- Call Center experience
- 6 months of Microsoft Office (Outlook, Word, Excel, and OneNote) experience
Required Knowledge, Skills & Abilities:
- Must possess a friendly and professional speaking voice and patient demeanor.
- Outstanding attendance and punctuality
- Ability to provide excellent customer service.
- Strong verbal and written communication skills
- Excellent time management and multi-tasking skills
- Strong computer skills (basic troubleshooting, fast and accurate typing, and using web browsers)
- To qualify, an applicant must pass an online customer service assessment test
- Must possess reliable high-speed internet using a hard-wired ethernet connection
- Must possess reliable transportation, to a CRI facility, throughout the course of employment
Note: CRI is partnering with Goldschmitt & Associates and ATL to successfully fill these critical positions. By submitting your application, you grant CRI permission to share your application, including your resume, with our partners, to aide them in meeting their Customer Service Rep staffing needs. Rest assured, your application will only be shared with our partners if CRI's vacancies have been filled. You may opt out of this consideration within your application.
Equal Opportunity Employer:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. EEOC – Know Your Rights Poster.
NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company.
