Remote Customer Service Representative
Company: Navient
Location: Topeka
Posted on: September 30, 2024
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: - - - - - - - - -
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- Provide accurate, clear, and concise responses to incoming
calls. -
- Perform processing functions necessary to facilitate first call
resolution and reflect the accurate status. - - - - - - - - - - - -
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- 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: - - - - - - - - -
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- 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: - - - - - - -
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- 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: - - - - - - - - - - - - - - - - - - - - - - - - - - -
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- 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 - - - - - -
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- Attend training as necessary. - - - - - - - - - - - - - - - - -
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- 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.
Keywords: Navient, Topeka , Remote Customer Service Representative, Sales , Topeka, Kansas
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