Customer Service Representative

Job Description

Job Description

Why You Want to Work Here:

Join a mission-driven organization that supports the education and workforce community through secure, high-impact services. This is a great opportunity for someone who enjoys customer service, working with purpose, and being part of a collaborative and dynamic team. Whether you're looking to grow your career or make a difference, this role offers both.

Responsibilities:

• Provide prompt, courteous, and accurate responses to customer inquiries via phone, email, and web cases.

• Support users of various educational and verification services by troubleshooting issues, answering questions, and guiding them through processes.

• Thoroughly document customer interactions in Salesforce or other ticketing systems.

• Manage and resolve customer complaints, escalating issues when necessary.

• Monitor inbound case queues and sort to appropriate teams for resolution.

• Meet or exceed service level expectations and contribute to team efficiency.

• Submit ideas for improving self-help resources and internal knowledge bases.

• Maintain a positive, professional demeanor when interacting with stakeholders at all levels.

• Stay adaptable in a fast-paced, seasonal environment tied to academic calendars.

• Participate in ongoing training and remain open to new systems and procedures.

Requirements:

• Some college coursework and at least 1 year of experience in a customer-facing role (phone support required for full-time roles).

• Excellent written and verbal communication skills, with an emphasis on grammar, etiquette, and active listening.

• Proficient with Microsoft Outlook and Adobe PDF tools; familiarity with common internet browsers.

• Comfortable using web-based systems and ticketing tools such as Salesforce.

• Strong critical thinking skills with the ability to adapt to changing workflows.

• Ability to work until 7:00 PM ET as scheduled; part-time shifts require at least 4 hours/day.

• Must be 18 or older and authorized to work in the U.S. without sponsorship.

• Must reside within commuting distance to the Herndon, VA area or be open to periodic travel if required.

Preferred Qualifications:

• Bilingual (Spanish).

• Bachelor’s degree.

• Experience in a call center or high-volume customer support role (e.g., 45+ calls or 35+ emails/day).

• Familiarity with higher education, student loan services, or web order management.

• Ability to troubleshoot PC or Mac issues over phone/email.

• Proven ability to stay composed in high-pressure situations.

Work Environment & Physical Requirements:

• Remote-first environment with occasional on-site requirements.

• Frequent computer and phone use (7+ hours/day).

• Must be able to wear a headset and multitask (type and talk).

• Requires sitting for extended periods and use of hands for typing and operating office equipment.

Fulltime, Hybrid

$15-$16/hr