PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education.
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PHEAA's State Grants and Special Programs team is seeking qualified internal candidates to help us make a difference in the lives of Pennsylvania students! It is our daily goal to meet our public service mission - creating affordable access to higher education.
This role is intended to be for long term employment. We ensure our team members are destined for success by offering a comprehensive training program created by our knowledgeable training staff. Our dedicated Call Center Representatives provide a positive experience for all customers.
Location: 100% Remote.
Training Shift: Monday – Friday, 8:00 am – 5:00 pm
Long Term Schedule: Monday - Friday, 8:00 am – 5:00 pm
Salary: $16.00/hour
Pay Increase: Pay will increase to $16.50/hour after 6 months of continuous employment.
Job Responsibilities
Call Center Representatives answer inbound calls handling a variety of complex account issues.
Answer questions, identify the root cause of the call and research to resolve the customer inquiry upon first contact. Interactions with customers must adhere to program regulations, PHEAA objectives, and department policies/procedures.
Assist customers with troubleshooting online account issues and utilizing online tools that are available.
Update customer and account information as needed.
Process correspondence, student emails, forms, or other documents received from customers.
Counsel customers on program eligibility criteria and on what documentation to submit to complete their account. This includes, but is not limited, to answering application inquiries, reviewing eligibility materials, discussing the applicant record status, and additional program requirements.
Assist callers in a professional manner and with resolution.
Will work with one or multiple customer support lines.
Additional Benefits
Call Center Representatives have the option of enrolling in the Bronze Medical Insurance plan from day one of employment and will be required to join the State Employees Retirement System. Learn more about these benefits here: https://www.pheaa.org/about/careers/index.shtml
Required Skills
Computer literacy and knowledge of MS Office.
Prior customer service experience.
Additional Job Requirements
Must successfully complete a 3-week training program which is a combination of lecture and practice on live customer accounts as well as performing account adjustments. Due to the amount and complexity of information, time off will not be permitted during the training period.
Ability to multi-task, problem solve, and perform in depth research while assisting the customer.
Applicants must be able to meet the below internet and security requirements in order to work from home.
Have a private, residential, high speed internet connection (defined as a minimum of 200 Mbps).
Have a wired ethernet (direct) connection from PHEAA-supplied equipment to the home router OR have a wifi router that is configured to support WPA2 AES encryption in order to work wirelessly.
Required Skills
Associates degree and two years’ experience working in an administrative role providing exceptional customer service. Proficiency in Microsoft Office Suite including intermediate knowledge of Word and Microsoft Excel.
Additional Language Skills
Fluent Spanish a plus
PHEAA’s environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions. Our organizational culture promotes diversity, equity, and inclusion at all levels of the organization.
Required Experience
Associates degree