Experienced Student Assistant – Customer Assistance and Processing Unit (Remote)

Join arenaflex, a leading organization dedicated to promoting educational equity and making postsecondary education affordable for all Californians. Are you a motivated and detail-oriented student looking for a part-time opportunity to gain valuable experience in customer service, data processing, and technical assistance? Do you have excellent communication skills and a passion for helping others? If so, we encourage you to apply for the Student Assistant position in our Customer Assistance and Processing Unit (CAPU) at arenaflex.

About arenaflex

arenaflex is the principal state agency responsible for administering financial aid programs for students attending public and private universities, colleges, and vocational schools in California. Our mission is to promote educational equity by making postsecondary education affordable for all Californians. We are committed to transforming lives by creating educational opportunities for the state's diverse population, driving its social and economic well-being to ensure a promising future for all.

Job Summary

We are seeking five student assistants to work in our CAPU, providing accurate, prompt, and courteous customer service to students, parents, and the general public. As a Student Assistant, you will be responsible for assisting customers via incoming calls, emails, and written correspondence, while ensuring compliance with established policies and guidelines. You will also be required to learn and utilize computer skills to document customer contacts and input information as instructed.

Key Responsibilities

* Provide assistance via incoming calls to students, parents, school financial aid administrators, and the financial aid community in a prompt and courteous manner.

• Ensure rules and regulations of the Information Practices Act and the Public Records Act are applied when disclosing information to students, parents, school financial aid administrators, and the general public.
• Utilize computer skills to document customer contacts and input information as instructed and applicable.
• Perform general customer account maintenance and updates as appropriate.
• Provide technical assistance and education regarding WebGrants4Students access, navigation, and browser/display issues.
• Troubleshoot technical registration issues for WebGrants4Students related to error messages received, including the escalation of technical errors for additional research and resolution.
• Handle sensitive calls from customers, including distressed and upset customers, in a professional manner and referring them to a supervisor as appropriate/instructed.
• Ensure more complex calls and issues are escalated appropriately for resolution by an analyst or supervisor/manager.
• Review and process a variety of the most difficult, sensitive in nature, semi-technical supplemental program forms.
• Correspond/respond to customers via e-mail and take appropriate action(s) in response to written correspondence.
• Work in a team and Business Process Improvement environment and make recommendations for continuous improvements.
• Tracks and log student forms as well as gathers telephone statistics for the program as instructed.

Essential Qualifications

* Currently enrolled as a student at an accredited college or university on our affiliation list.

• Must be enrolled in at least six-semester units or nine quarter units for undergraduate students; four-semester units or six quarter units for graduate students.
• Declared major must match the major(s) listed in the job posting (Accounting, Business Administration, Communications Studies, Finance, Economics, Public Policy and Administration, Computer Science & Engineering, and Computer Information System).
• Ability to work in a call center environment where electronic records must be accessed and updated quickly and accurately.
• Ability to demonstrate patience, tact, flexibility, and good organizational skills.
• Ability to learn operational knowledge of program applications and computer systems.
• Ability to learn the technical aspects of the program for completion of daily assignments, which include processing applications, and corresponding via phone and email.

Preferred Qualifications

* Ability to speak and write Spanish.

• Individuals who are, or have been, a dependent child in foster care, a homeless youth, or a formerly incarcerated youth as defined by Government Code section 18220 are encouraged to apply and will be given priority. Please note that prior to appointment, individuals claiming preference under one of these categories will be required to furnish documentation establishing their eligibility.

Work Schedule

* Flexible workdays and work hours, Monday – Friday, between 8 AM – 5 PM.

• The final work schedule will be determined by the supervisor.
• Students/Employees will be required to work up to 24 hours per workweek (Sunday – Saturday) during the academic year and up to 40 hours per workweek during breaks (winter, spring, and summer).

Physical Requirements

* Sit for extended periods; frequently stand and walk; manual dexterity and hand-eye coordination; corrected hearing and vision to normal range; verbal communication; use of office equipment including computer workstations, telephones, calculators, copiers, printers, and scanners with or without reasonable accommodation.

Working Conditions

* Work is performed in a remote environment.

• Students/Employees will be required to work according to the current arenaflex remote workplace policy and sign a arenaflex Work from Home Agreement. The decision to permit an employee to work from home is at the discretion of the supervisor or employer and may, at any time and with or without cause, unilaterally terminate the option to work from home.

Application Instructions

* Please complete all fields of the employment application.

• Include your educational history in the “Educational Experience” section and any employment history in the “Employment Experience” section of our application.
• Apply by: 6/30/2025

Benefits

* Competitive hourly rate.

• Opportunity to gain valuable experience in customer service, data processing, and technical assistance.
• Flexible work schedule.
• Opportunity to work in a remote environment.
• Access to arenaflex's remote workplace policy and Work from Home Agreement.

How to Apply

If you are a motivated and detail-oriented student looking for a part-time opportunity to gain valuable experience in customer service, data processing, and technical assistance, please apply for the Student Assistant position in our Customer Assistance and Processing Unit (CAPU) at arenaflex. Apply for this job