Customer Service Specialist - Seasonal (Sep-Feb 27) / 2+ Years CS Experience / US CitizenshipPosition OverviewThe Customer Service Specialist I supports customer-facing and back-office operations that deliver accurate, timely, and courteous service in accordance with established Service Level Agreements (SLAs). This role performs routine inbound and outbound call support, email, web chat, paper processing, and case logging to help customers complete required actions and resolve issuesThe position focuses on supporting origination and disbursement transactions, researching customer records, resolving batch edits and data issues, and documenting each customer interaction in the required web-based systems. The specialist works in a structured, high-volume environment where consistency, attention to detail, professionalism, and customer satisfaction are criticalKey ResponsibilitiesPerform routine inbound and outbound call, email, web chat, and back-office services in accordance with program guidelines and SLAsSupport customers in submitting and processing origination and disbursement transactions, or create and submit transactions on behalf of customersAssist customers with award origination and disbursement processing, including identifying and resolving related processing issuesConduct outreach to customers to resolve batch edits and errors, missing documents and signature pages, and data correctionsProvide monitoring support and outreach for batch processing issues, edit code rejects, follow-up items, and other issues as requestedLog new cases and update existing cases for each phone, email, or web chat communication using a web-based agent desktop applicationManually link and unlink award records and promissory or agreement-to-serve notes in accordance with established proceduresAnalyze borrower data integrity situations identified by the customer and support resolution of data discrepanciesResearch and confirm processing status of data such as promissory notes, batch status, entrance and exit counseling, borrower records, grant recipient records, and borrower‑servicer informationExecute all support services in compliance with published processing requirements, program guidelines, and internal quality expectationsRequired QualificationsUS Citizen with a High School Diploma or GED2 +years of call center experience, customer service or public relations experienceAbility to successfully adapt and perform during times of high call volumeAbility to provide effective customer service and interact tactfully and courteously with the publicStrong written and verbal communication skillsStrong listening skills with the ability to interpret and clarify information provided by customersKeen attention to detail and accuracy in documentation and transaction processingAbility to work well under pressure while maintaining professionalism and service qualityDemonstrated dedication to customer satisfaction and resolving customer concernsAbility to convey enthusiasm, energy, and sincerity over the phoneAbility to obtain and maintain a Public Trust clearance and investigationsAbility to work onsite at the specified San Antonio, TX location and reside within 90 mileAvailability to work Monday–Friday, 8:00 a.m. to 5:00 p.m. CST, with overtime as needed to clear calls from the queueContract Duration - Sep - Feb 2027Preferred QualificationsPrior experience in a high-volume contact center supporting phone, email, chat, and paper-based customer interactionsExperience using web-based agent desktop or case management tools to document and track customer contactsExperience supporting transaction-based processing environments with batch edits, error resolution, and data correction activitiesExposure to working in a regulated or compliance-driven customer service environmentDemonstrated ability to build rapport quickly and maintain a calm, professional, and service-oriented approach with customersJob Specific SkillsInbound and outbound customer contact handlingService Level Agreement (SLA) adherenceCase logging and documentation in web-based toolsTransaction and disbursement supportBatch edit and exception resolutionData integrity review and issue researchWeb chat and email customer supportHigh-volume call handling and queue managementCustomer communication and active listeningRelationship building and customer rapport#J-18808-Ljbffr