Job Description

Why You Want to Work Here: Join a mission-driven organization that supports the education and workforce community through secure, high-impact services. This is a great opportunity for someone who enjoys customer service, working with purpose, and being part of a collaborative and dynamic team. Whether you're looking to grow your career or make a difference, this role offers both. Responsibilities: Provide prompt, courteous, and accurate responses to customer inquiries via phone, email, and web cases. Support users of various educational and verification services by troubleshooting issues, answering questions, and guiding them through processes. Thoroughly document customer interactions in Salesforce or other ticketing systems. Manage and resolve customer complaints, escalating issues when necessary. Monitor inbound case queues and sort to appropriate teams for resolution. Meet or exceed service level expectations and contribute to team efficiency. Submit ideas for improving self-help resources and internal knowledge bases. Maintain a positive, professional demeanor when interacting with stakeholders at all levels. Stay adaptable in a fast-paced, seasonal environment tied to academic calendars. Participate in ongoing training and remain open to new systems and procedures. Requirements: Some college coursework and at least 1 year of experience in a customer-facing role (phone support required for full-time roles). Excellent written and verbal communication skills, with an emphasis on grammar, etiquette, and active listening. Proficient with Microsoft Outlook and Adobe PDF tools; familiarity with common internet browsers. Comfortable using web-based systems and ticketing tools such as Salesforce. Strong critical thinking skills with the ability to adapt to changing workflows. Ability to work until 7:00 PM ET as scheduled; part-time shifts require at least 4 hours/day. Must be 18 or older and authorized to work in the U.S. without sponsorship. Must reside within commuting distance to the Herndon, VA area or be open to periodic travel if required. Preferred Qualifications: Bilingual (Spanish). Bachelor’s degree. Experience in a call center or high-volume customer support role (e.g., 45+ calls or 35+ emails/day). Familiarity with higher education, student loan services, or web order management. Ability to troubleshoot PC or Mac issues over the phone/email. Proven ability to stay composed in high-pressure situations. Work Environment & Physical Requirements: Remote-first environment with occasional on-site requirements. Frequent computer and phone use (7+ hours/day). Must be able to wear a headset and multitask (type and talk). Requires sitting for extended periods and use of hands for typing and operating office equipment. Full-time, Hybrid $15-$16/hr

Job Tags

Full time, Seasonal work, Work at office, Remote work, Shift work,

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