The complete job description We offer technology-enabled business processing solutions that help millions of people succeed and simplify complicated programs. Government and healthcare organizations benefit greatly from the exceptional outcomes achieved by our data-driven, customer-focused services.

The On Demand / On Call – Customer Service Representative (CSR) works in a fast-paced, high-volume call center and is in charge of providing prompt, accurate, and courteous information to internal and external customers. Projects are given to CSRs based on the needs of the business and can last for days, weeks, or months; Assignment availability will also vary. CSRs will take part in training for upcoming projects and initiatives to stay current on the most recent procedures and protocols. It is expected of CRSs to work during high demand times to ensure that customer requirements are met effectively. To succeed in this position, you must be adaptable and proactive.

Starting pay of $16.00 This is a temporary position with the possibility of being made permanent or regular.

Service to Customers:

Respond to calls in a clear, precise, and concise manner.
Perform the processing tasks required to accurately reflect the status and facilitate first call resolution.
Make a strategy for resolving the issue outside of the Call Center. Send requests to other units that are necessary. Make use of the right escalation procedures.
Make use of the capability to navigate the specified record system.
Make sure callers receive accurate information by consistently utilizing Knowledge Tools.

Communication:

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communicates verbally and in writing with precision, clarity, and concision. To accurately respond to callers, even those who are new to our company, the incumbent must be proficient in verbal communication, context, and our industry.
communicates by listening to customers’ concerns in order to provide the appropriate response.
uses established procedures to find, analyze, and escalate unusual or recurring problems.

Management of accounts:

Research conducted using the caller’s information. In both the initial response to the caller and any subsequent follow-up that may be required, sound judgment must be exercised.
posses excellent listening and verbal communication abilities. able to quickly navigate through a number of computer programs and analyze a number of pieces of information to find the right answer.
Competence in effective time management can quickly identify the specific problem and offer a complete solution to the caller right away.

Observe patterns in call volume:

When responding to escalated incoming calls, use the outlined processes to identify, analyze, and escalate unusual or repeated issues. Assess and identify any potential effects on Navient and the customers by promptly and accurately reporting these problems.
The CSR must immediately escalate any issues with the IVR or other desktop applications to supervisory or management staff if they arise.
Training Participate in any necessary training.
Organize all training documents and keep up with new information.

REQUIREMENTS:

Diploma from high school
Should be an occupant of one or the other Indiana, Ohio, Kansas, Alabama, Kentucky, Mississippi, Nebraska, Oklahoma, Texas or Tennessee
All work should be acted in the US for this far off job.
All work must be done in the United States and require one year of customer service experience.
ability to work when it’s needed, including weekends, nights, and holidays.
proficiency with software and computer systems
Access to high-speed internet with a minimum upload speed of 10 MBPS and a maximum download speed of 100 MBPS. You must use the ethernet cord that is provided and be hard-wired into your server from the router or modem. You won’t be able to use a hot spot or Wi-Fi.
To use downloaded apps, you need a cell phone or other mobile device that can run the most recent operating system, download apps, and receive wireless or cellular service.
must be able to install an app on a tablet or smartphone.
Distraction- and outside-noise-free private workspace or home office

REQUIREMENTS OF PREFERENCE:

communicates effectively both verbally and in writing.
Has strong analytical skills and keeps a thorough understanding of the project.
has excellent computer and internet navigation abilities.
demonstrates skills in effective time management.
demonstrates the ability to make sound decisions.
may need a security clearance from the United States of America or the ability to get one. Only citizens of the United States may be granted security clearances. Additionally, applicants who accept a conditional employment offer may be the subject of security investigations by the government and other state and local agencies.
A drug test and pre-employment background check are required for employment offers.

Standard background checks are required for all employment offers. Contractors for the federal, state, and/or local governments are Navient and some of its affiliated businesses. The successful candidate will be subject to a background check by the United States Government to determine eligibility and suitability for federal contract employment in public trust or sensitive positions if this position supports a contract now or in the future.

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