Remote Customer Service Representative

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Job description

ABOUT US: We provide technology-enabled business processing solutions that simplify complex programs and help millions of people achieve success. Our customer-focused, data-driven services deliver exceptional results for clients in government and healthcare organizations.

The On Demand / On Call - Customer Service Representative (CSR) operates in a dynamic, high volume call center environment and is responsible for providing prompt and accurate information to internal and external customers in a courteous and professional manner. CSRs are assigned projects based on business needs and vary in duration (days, weeks, months); availability of assignments will also vary. CSRs will participate in training for new projects and initiatives as they arise, ensuring they are up to date on the latest procedures and protocols. CRSs are expected to work during periods of high demand to ensure that customer needs are met efficiently. Flexibility and a proactive approach are essential to succeed in this role.

• Rate of pay starting at $16.00
• This is a temporary position with the potential for conversion to a regular/permanent position.

Customer Service:

• Provide accurate, clear, and concise responses to incoming calls.
• Perform processing functions necessary to facilitate first call resolution and reflect the accurate status.
• Determine a plan of action to facilitate resolution outside of the Call Center. Send necessary requests to other units. Utilize proper escalation procedures.
• Utilize the ability to navigate through designated system of record.
• Consistently utilize Knowledge Tools to ensure accurate information is conveyed to callers.

Communication:

• Communicates in an accurate, clear, and concise manner both in writing and verbally. The incumbent must be skilled and proficient in verbal communication, context, and the nature of our business to accurately respond to the caller, including novice callers.
• Communicates by listening to "hear" the customers concern, so that the appropriate response is given.
• Utilizes established processes to identify, analyze, and escalate unusual or repeat issues.

Account Management:

• Research based on the information provided by the caller. Sound judgment must be exercised in both the initial response to the caller and all follow-up that may be required thereafter.
• Possess excellent verbal communication skills and optimal listening skills. Able to navigate multiple computer applications quickly and analyze multiple bits of information to arrive at the correct answer.
• Demonstrate efficient time management skills; can quickly ascertain the specific issue and immediately provide the caller with a comprehensive solution to the issue.

Identify trends in call volume:

• Utilize outlined processes to identify, analyze and escalate unusual or repeat issues received while responding to escalated incoming calls. Report these issues timely and accurately, assessing and identifying potential impacts to Navient and the customers.
• If any problems or issues arise with the use of the IVR, or other desktop applications, the CSR must quickly escalate these issues to Supervisory and/or Management staff.

Training

• Attend training as necessary.
• Keep all training documents organized and keep abreast of new information.

REQUIREMENTS:

• High School Diploma.
• Must be a resident of either Indiana, Ohio, or Kansas
• All work must be performed in the United States for this remote role.
• One year of Customer Service experience
• All work must be performed in the US.
• Ability to work flexible hours including weekends, evenings, and holidays as needed.
• Proficiency in using computer systems and software.
• Ability to pass Federal Clearance
• High speed internet access (Minimum 10 MBPS upload speed and 100 MBPS download speed)
• You must use a provided ethernet cord and be hard wired into your server from the router/modem. You will not be able to use Wi-Fi or a hot spot.
• Must have a cell phone/mobile device that can run the most recent operating system, downloading apps, and receiving cellular/wi-fi service to use downloaded apps.
• Must be able to download an app on a Smartphone or tablet.
• Private workspace or home office free of distractions and outside noise.

PREFERRED REQUIREMENTS:

• Demonstrates excellent written and verbal communication skills.
• Strong analytical skills
• Maintains an in-depth understanding of the assigned project.
• Possesses excellent PC and internet navigation skills.
• Demonstrates efficient time management skills.
• Demonstrates effective decision-making skills.
• May require a U.S.A. security clearance, or the ability to obtain one. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government and other state and local agencies security investigations.

Offers of employment are contingent upon a pre-employment background check including a drug test.

All offers of employment are contingent on standard background checks. Navient and certain of its affiliated companies are federal, state and/or local government contractors. Should this position support a Federal Government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.

EOE Race/Ethnicity/Sex/Disability/Protected Vet/Sexual Orientation/Gender Identity. Navient Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.

Navient is a drug free workplace.

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