Enrollment Representative
Job ID
125957
Job Type
Contract To Hire
Industry
IT / IS
Pay Rate
$17.78
an hour
Location
Work from home
Talascend is currently seeking a Customer Service Representative for a contract opportunity in Herndon, VA.
Description:
The core hours of work are 8AM - 4:45PM ET Monday thru Friday. This department frequently has mandatory overtime and the amount of overtime can range depending on business needs.
About the Role:
The Representative is responsible for the timely and accurate processing of information and serving as the immediate liaison between the department and external clients. The Representative performs administrative and operational support tasks that may include: processing and filing documents, maintaining databases, and assisting users with account access. In an effort to ensure positive experiences for all clients, the incumbent will correspond with, and offer assistance to internal and external clients. The incumbent will also ensure that all data is within compliance by analyzing and comparing information against the established standards and by performing all tasks promptly without jeopardizing the integrity of the data.
Currently, this position is 100% telework, however, as our company starts to return to our new normal, a hybrid work pattern, this position may be required to periodically work on-site at our office, and the frequency would depend on the department/division's requirements. Therefore, candidates must either reside within a reasonable distance to commute to our office or be willing to travel to our office in Herndon, when required.
How You Contribute:
What You Bring to the Table:
Additional Desired Requirements:
Physical Demands:
Description:
The core hours of work are 8AM - 4:45PM ET Monday thru Friday. This department frequently has mandatory overtime and the amount of overtime can range depending on business needs.
About the Role:
The Representative is responsible for the timely and accurate processing of information and serving as the immediate liaison between the department and external clients. The Representative performs administrative and operational support tasks that may include: processing and filing documents, maintaining databases, and assisting users with account access. In an effort to ensure positive experiences for all clients, the incumbent will correspond with, and offer assistance to internal and external clients. The incumbent will also ensure that all data is within compliance by analyzing and comparing information against the established standards and by performing all tasks promptly without jeopardizing the integrity of the data.
Currently, this position is 100% telework, however, as our company starts to return to our new normal, a hybrid work pattern, this position may be required to periodically work on-site at our office, and the frequency would depend on the department/division's requirements. Therefore, candidates must either reside within a reasonable distance to commute to our office or be willing to travel to our office in Herndon, when required.
How You Contribute:
- Demonstrate NSC's core competencies - Customer Focus, Optimizes Work Processes, Collaboration, Communicates Effectively, and Be Open and Authentic - which align with our corporate values. Manager will provide more details to candidates as needed.
- Provide exceptional customer service to clients using the client web applications and services, could include but is not limited to, Enrollment and Degree Reporting, Postsecondary Data Partnership, and StudentTracker.
- Support clients with file and data inquiries such as file errors and warnings, updating inaccurate data, submission schedules, etc.
- Process and analyze data files to ensure they meet organizational data integrity standards and compliance reporting requirements, as appropriate.
- Provide critical feedback on the new hire learning and development program.
- Participate in department meetings, trainings, and other formal and informal events.
- Collaborate with the Audit Resource Center and department leadership on escalations and support calls.
- Answer inbound inquiries using multiple communication channels (email, phone, etc.) and thoroughly document details in Salesforce.
- Effectively communicate with internal and external customers to ensure complete, accurate, and timely responses/resolution.
- Demonstrate openness to new perspectives and ideas.
- Build trust with internal and external stakeholders by demonstrating consistency between words and actions.
What You Bring to the Table:
- Some college, or an equivalent combination of education and experience, including through military service will be considered.
- 0-2 years of experience in customer service or client management.
- Competency with computer skills (e.g., for database, web applications, and email).
- Experience working with Microsoft Office Suite (with a focus on Outlook and Excel).
- Strong critical thinking and active listening skills.
- Strong verbal and written communication skills.
- Demonstrated ability to adapt to changing priorities and procedures.
- Must live within a commutable distance to Herndon, VA
Additional Desired Requirements:
- Bilingual (Spanish).
- Undergraduate degree.
- Experience:
- With the student loan industry, higher education industry, and/or web order management.
- Working with data, and/or reviewing and analyzing large volumes of data.
- With Salesforce ServiceCloud.
- Strong interpersonal skills.
- Demonstrated ability to remain poised under pressure and work effectively on teams.
Physical Demands:
- Regular and predictable attendance in the office is an essential function of the job.
- Use of a computer for 8 or more hours a day.
- Use of a copy machine, fax machine, and telephone.
- Frequently required to sit for 7 or more hours per day in close proximity to others in an open office environment.
- Occasionally required to use hands and fingers to operate, handle, and reach.
- Vision abilities include close vision and the ability to adjust focus.
- Must have oral communication and hearing abilities.
We thank all applicants for their interest. However, only those qualified individuals who closely meet the qualifications of the position will be contacted. The details of the position are only a summary, other duties may be assigned as necessary.
Background Check and Drug Screen may be required.
Pay range is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. Talascend also offers a variety of benefits including: health and disability insurance, 401(k), EAP, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, plan requirements, schedule type, and client work site mandates.
Talascend is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.