CW Call Center Representative
Customer Service / Support / Operations
Harrisburg, PA
PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education.
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Salary: $16.00/hour (+ A $1 shift differential will be provided for the 12:00 PM - 9:00 PM shifts)
Pay Increase: Pay will increase to $17.50 after 6 months of continuous employment (including shift differential)
Benefits: Please click here to learn about PHEAA's Total Rewards.
Training Class Start Date: Monday July 20th
Training Shift: Monday through Friday 8:00 AM - 4:30 PM for 6 consecutive weeks (Hybrid)
Long Term Shift: Monday through Friday 12:00 PM - 9:00 PM (Hybrid - 2 days per week on site)
Location: PHEAA Headquarters 1200 North 7th Street, Harrisburg, PA 17102
Department: AES Contact Center
Job Purpose and Summary
PHEAA''s American Education Services (AES) team is seeking qualified Call Center Representatives to help us make a difference in the lives of millions of students! It is our daily goal to meet our public service mission-creating affordable access to higher education. We take pride in educating borrowers on the long-term impact of student loan borrowing and their repayment options!
This entry-level clerical wage position provides outstanding customer service to our student loan borrowers. Our dedicated Call Center Representatives provide a positive experience for all customers!
Primary Duties and Responsibilities
Call Center Representatives answer calls handling a variety of complex account issues with one or multiple customer support lines.
Answer questions to identify the root cause of the call and research to resolve the customer inquiry upon first contact. Interactions with customers are based on federal and state regulations, PHEAA objectives, and department policies.
Assist customers with troubleshooting online account issues and utilizing online tools that are available.
Update customer and account information as needed.
Handle difficult or escalated call types and assist with resolution.
Counsel customers in achieving successful repayment of their student loans. This includes but is not limited to:
Training Class Details
Our knowledgeable staff creates a comprehensive training program to ensure our team members are destined for success.
Candidates must complete a 6-week training program that combines lecture and practice on live customer accounts and performs account adjustments.
Due to the amount and complexity of information, time off will not be permitted during the training period.
Successfully pass five training assessments with passing scores are required to continue through the full training program.
Required Skills
High school diploma or equivalent required.
Computer literacy and knowledge of MS Office.
Ability to multi-task, problem-solve, and perform in-depth research while assisting customers.
PHEAA's environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.
Required Experience
High school diploma or equivalent required.