[Hiring] Customer Support Specialist @Central Research

Role Description

Central Research, Inc. (CRI) is hiring Customer Support Specialists to perform contact center support for our federal contract servicing federal student loans.

• Customer Support Specialists earn $17.20 per hour.
• Employees will earn $4.93 per hour paid (capped at 40 hours per week) in Health and Welfare.
• If the employee works a 40-hour week, this Health and Welfare will cover the full cost of employee-only medical, dental, and vision premiums.

Work Location:

• These positions are currently remote (work from home).
• Applicants must live within a 75-mile radius of a Central Research deployment facility in Lowell, AR or Hendersonville, TN.
• Employees are expected to pick up their equipment and PIV card/credentials and come into the facility whenever the equipment must be repaired or replaced.
• Employees must return their equipment to the facility at the end of their employment.

Training:

• New hires will be trained to understand federal regulations and company policies.
• Training includes the use of customer relationship tools to offer personalized interaction to meet the unique needs of each customer inquiry.
• Employees must be fully available to successfully complete a remote paid training curriculum, which can extend up to 5-6 weeks.
• The hours of training are 8am - 5pm (Central Time), Monday – Friday.
• After training, new hires will be assigned a 40-hour scheduled shift during operational hours.
• Applicants should understand that by submitting their application, they agree to be available for an assigned shift during any of the times below, or at the discretion of CRI.

Contact Center hours of operation:

• Monday through Friday: 7am – 4pm Central Time
• Monday through Friday: 8am – 5pm Central Time

Qualifications

• High School diploma required.
• 12 months experience in administrative support.
• 12 months computer experience in a business environment.
• Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C).

Requirements

• 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.
• Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance.
• Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance.
• Qualified applicants must reside within a 75-mile radius of Hendersonville, TN or Lowell, AR.
• Current CRI employees or employees of subcontractor not eligible to apply.

Preferred Education and Experience

• Bachelor's degree.
• 12 months of experience working on a student loan contract.
• 12 months of experience working in a Call Center.
• 12 months of experience with Microsoft Office (Outlook, Word, Excel, and OneNote).
• Experience reviewing contracts and application documents for completion and accuracy.

Knowledge, Skills & Abilities

• Work independently in a remote environment.
• Excellent communication skills, both written and verbal.
• Outstanding attendance and punctuality.
• Detail-oriented and capable of multitasking with excellent time management.
• Ability to work effectively both independently and as part of a team.
• Proficiency in using customer support software and Microsoft Office Suite.
• Strong computer skills (basic troubleshooting, fast and accurate typing, and using web browsers).
• Reliable high-speed internet via a hard-wired ethernet connection.
• Access to reliable transportation throughout the tenure of your employment to our location in Hendersonville, TN or Lowell, AR.
• Ability to adjust quickly to changing business needs.
• To qualify, an applicant must pass an online customer service assessment test.

Equal Opportunity Employer

Equal Opportunity Employer, including veterans and individuals with disabilities. Know Your Rights Poster can be found here .

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.

We are currently unable to consider applicants residing in California, New York, Oregon, Washington, Illinois, and the city of Philadelphia. Thank you for your understanding.