Customer Service Rep 1

Central Research, Inc. (CRI) is hiring Call Center Representatives to perform contact center support for the federal contract of a nationally recognized leader in student loan servicing in Lowell, AR. Call Center Representatives earn $17.50 per hour. Employee only medical, dental, and vision insurance is paid by the company for employees who work 40 hours a week. This is paid through Health and Welfare after security clearance is approved. These positions are currently remote (work from home). Employees must live within a reasonable commuting distance from Lowell, AR.

This is a professional, structured, and fast-paced environment. Call Center Representatives will provide efficient and accurate servicing 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. Call 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.

New hires will be well-trained to understand federal regulations and company policies and the use of customer relationship tools to offer a personalized interaction to meet the unique needs of each customer inquiry. Employees must be available to successfully complete a remote paid training curriculum which can extend up to 8 weeks.

Hours of training are 8am - 5pm, Monday – Friday.

After Training has been completed new hires will be assigned a 40-hour scheduled shift during operational hours.

Contact Center hours of operation:

• Monday-Friday 7am – 10pm
• Saturday: 9am – 1pm

Responsibilities & Duties:

• 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
• Handling of 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 providing exceptional customer service

Minimum Qualifications:

• High School diploma required
• 6 months of contact center or customer service experience
• 6 months computer experience in a business environment
• Must be able to obtain a Federal 5C Security Clearance
• Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due)
• Must be a US Citizen

Preferred Qualifications:

• Bachelor's degree
• Call Center experience
• 6 months of Microsoft Office (Outlook, Word, Excel, and OneNote) experience

Knowledge, Skills & Abilities:

• Must possess a friendly and professional speaking voice and patient demeanor
• Outstanding attendance and punctuality
• Ability to provide excellent customer service
• Strong verbal and written communication skills
• Excellent time management and multi-tasking skills
• Strong computer skills (trouble shooting, fast and accurate typing, and using web browsers)

Note: By applying to this position with CRI, you understand that CRI may share your application information with our partner who may reach out to you for an employment opportunity. You may opt out of this consideration by calling our recruiting office at (479) 419-4358.

As permitted by applicable law, CRI employees must provide evidence of the full COVID19 vaccination as defined by CDC guidelines OR secure approval of medical or religious accommodation for the vaccination mandate.

Equal Opportunity Employer:

Central Research is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Click here to view the Equal Employment Opportunity Posters.

If you’d like to view a copy of the company’s affirmative action plan, please call 479-419-5456.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact our recruiting office at 479-419-5456. This telephone line is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a response.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company.