At arenaflex, we are dedicated to providing exceptional customer service to our clients, and we are seeking a highly skilled and motivated Customer Service Representative to join our team. As a Customer Service Representative with arenaflex, you will play a critical role in supporting the Department of Education's Federal Student Aid (FSA) Loan Servicing program. If you are passionate about delivering outstanding customer service and have a strong desire to make a difference in the lives of our clients, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading provider of innovative solutions to the public sector, and we are proud to support the Department of Education's mission to promote student success and financial stability. Our team of dedicated professionals is committed to delivering exceptional service to our clients, and we are seeking like-minded individuals to join our team.
**Job Summary**
As a Customer Service Representative with arenaflex, you will be responsible for responding to incoming calls, chats, and emails from clients regarding Federal Student Aid (FSA) Loan Servicing. You will also make outbound calls to clients to provide information and support. This is a remote position, but you must live within 1 hour of Jacksonville, FL and be willing to work onsite for up to one week.
**Training and Development**
arenaflex provides comprehensive training to ensure that our employees have the knowledge and skills necessary to deliver exceptional customer service. Our training program includes:
* 4 weeks of paid training, Monday - Friday, 9am-5:30pm ET
* Training is conducted remotely from home
* No time off is permitted during training
* Ongoing training and development opportunities to support your career growth
**Essential Duties and Responsibilities**
As a Customer Service Representative with arenaflex, your primary responsibilities will include:
* Handling customer service inquiries and problems via the telephone, recording consistent problem areas
* Responding to customer inquiries by referring them to published materials, secondary sources, or more senior staff
* Utilizing available systems, knowledgebase, and standard technology such as telephone, email, and web browser to respond to inquiries and perform job duties
* Processing requests received via general correspondence and notating accounts regarding actions taken in response to those requests
* Supporting Contact Center expectations as well as departmental and corporate policies and procedures
* Maintaining regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks
* Assisting with Credit Bureau Requests utilizing established processes and procedures
* Referencing escalated calls or inquiries to appropriate levels as needed
**Minimum Requirements**
To be considered for this position, you must meet the following minimum requirements:
* High School diploma or equivalent with 6 months of customer service experience
* Must be able to speak, read, and write in English fluently
* Basic math and PC skills including MS Office applications required
* Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
* Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
* Regular and predictable attendance is required
* Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed
**Additional Requirements**
As per contract/client requirements, you must:
* Must reside in the U.S. and be a U.S. citizen
* Must be able to pass a criminal background check
* May be required to work scheduled holidays, overtime, and weekends
* Must be able to effectively read a prepared/written script out loud
* Cannot be in default on any federal student loans
* Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education.
* Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. New and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by arenaflex.
**Home Office Requirements**
To ensure that you have a productive and efficient home office, you will need to meet the following requirements:
* Internet speed of 25 mbps or higher required (you can test this by going to
)
* Hardwired internet (ethernet) connection router, cannot connect via Wi-Fi
* Must have a personal desktop or laptop computer to use for the first few weeks of training with a private work area and adequate power source
* All equipment will need to be picked up in our Jacksonville, FL office
**EEO Statement**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We recognize the value of active military service members, their spouses, and veteran candidates and are committed to providing a career path that allows them to continue making a difference for our country. We are proud of our connections to organizations dedicated to serving veterans and their families.
**Pay Transparency**
arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
**Hourly Base Pay Minimum for this Position**
$17.20
**Hourly Base Pay Maximum for this Position**
$17.20
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity with arenaflex.