[Hiring] Customer Support Manager @Central Research

Role Description

Central Research, Inc. (CRI) is hiring a Customer Support Manager for our Support Services Department which supports our Federal Government contract. The position will be responsible for effective day-to-day supervision and leadership of the administrative support teams. The manager will ensure the customer’s experience is positive by overseeing the administrative support teams to review and respond to consumer documentation, requests, verify program eligibility, and process student loan forgiveness applications. They will deliver superior quality customer service, meet quality assurance requirements, accurately resolve customer inquiries, while adhering to all state and federal regulations. The Customer Support Manager for Support Services will support the operational teams, meet contractual obligations, and hit performance metrics. They will collaborate with the Director of Operations (DOO) to cultivate a positive work environment by engaging employees with a sense of job performance ownership and accountability to ensure our service levels are superior.

Qualifications

• High School Diploma/GED
• 3 years of experience in administrative customer service leadership role directing and managing teams
• 3 years of experience working on the Department of Education student loan servicing contract
• US Citizenship is required per the contract
• Must be able to obtain and maintain a 5C Suitability clearance

Requirements

• Bachelor's Degree (preferred)
• 5+ years’ experience in administrative customer service leadership role directing and managing teams (preferred)
• 5+ years’ experience working on the Department of Education student loan servicing contract (preferred)
• Preference will be given to internal applicants who meet all of the position requirements

Benefits

• Knowledge and understanding of the Telephone Consumer Protection Act and Consumer Financial Protection Bureau, its related regulations and the state laws and regulations
• Ability to create presentations and provide training to staff regarding performance
• Capable of leading a team and coaching a team
• Detail oriented and ability to multi-task
• Excellent written, verbal, and interpersonal communication skills
• Proficient knowledge of Microsoft Office applications
• Ability to read, write and speak fluent English
• Excellent presentation and facilitation skills
• Demonstrated ability to communicate effectively within all levels of the organization
• Ability to adjust quickly to changing business needs

Company Description

Equal Opportunity Employer, including veterans and individuals with disabilities. The Know Your Rights Poster can be found at this link .