Experienced Customer Service Representative – Federal Student Aid Loan Servicing

At arenaflex, we're dedicated to making a positive impact on people's lives, and we're seeking a highly skilled and compassionate Customer Service Representative to join our team. As a key member of our Federal Student Aid Loan Servicing team, you'll play a vital role in providing exceptional customer service to students, parents, and borrowers, ensuring they receive the support they need to navigate the complexities of federal student aid.

About arenaflex

arenaflex is a leading provider of innovative solutions to the public sector, and we're proud to support the Department of Education in delivering critical services to millions of Americans. Our team is passionate about making a difference, and we're committed to creating a workplace culture that values diversity, inclusion, and employee growth.

Job Summary

As a Customer Service Representative, you'll be responsible for responding to incoming calls, chats, and emails, as well as making outbound calls to resolve customer inquiries and issues related to Federal Student Aid Loan Servicing. You'll work closely with our team to provide accurate and timely information, resolve complex issues, and ensure a positive customer experience.

Key Responsibilities

* Respond to incoming calls, chats, and emails from customers, providing accurate and timely information about Federal Student Aid Loan Servicing

• Make outbound calls to resolve customer inquiries and issues, utilizing our comprehensive knowledgebase and standard technology
• Utilize computerized systems, knowledgebase, and standard technology 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
• 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

Training and Development

* Complete 4 weeks of comprehensive training, Monday - Friday, 9am-5:30pm ET, with no time off permitted during training

• Receive ongoing training and support to ensure you have the knowledge and skills needed to excel in this role
• Participate in regular coaching and feedback sessions to help you grow and develop in your career

Essential Qualifications

* High School diploma or equivalent with 6 months of customer service experience

• Ability to speak, read, and write in English fluently
• Basic math and PC skills, including MS Office applications
• Excellent interpersonal skills and the ability to organize simultaneous tasks
• Ability to work in a fast-paced, dynamic environment
• Regular and predictable attendance required

Additional Requirements

* 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

Home Office Requirements

* Internet speed of 25 mbps or higher required (test your speed at 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

Compensation 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

Career Growth Opportunities

* Opportunities for advancement and professional growth within arenaflex

• Access to ongoing training and development programs to help you grow and develop in your career
• Collaborative and supportive work environment that values diversity, inclusion, and employee growth

Work Environment and Culture

* arenaflex is committed to creating a workplace culture that values diversity, inclusion, and employee growth

• Collaborative and supportive work environment that encourages open communication and teamwork
• Opportunities for socialization and community involvement through our employee resource groups and volunteer programs

Pay Transparency

* arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor

• 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 Work Opportunity

* 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

How to Apply

If you're passionate about delivering exceptional customer service and making a positive impact on people's lives, we encourage you to apply for this exciting opportunity. Please visit our website to learn more and submit your application. Apply Now! Apply for this job