Customer Service Rep (remote) Lowell, AR

at Central Research Incorporated in LOWELL, Arkansas, United States

Job Description

Central Research, Inc. (CRI) is hiring Customer Service Representatives to provide 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 service 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 $17.75 per hour. In addition, the employee will earn $4.57per 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 (working from home). To qualify, applicants must live within a 75-mile radius of a Central Research deployment facility in Lowell, AR. 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 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-11pm EST
• Tuesday: 8am-8pm EST
• Wednesday: 8am-8pm EST
• Thursday: 8am-8pm EST
• Friday: 8am-8pm EST
• Saturday: 10:00am-2:00pm 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 providin
  
  
  
  Equal employment opportunity, including veterans and individuals with disabilities.
  
  

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