Customer Service Representative

2 months ago

Gallatin, United States Goldschmitt and Associates LLC Full time

Founded in 1998, Goldschmitt and Associates LLC (G&A) has grown from a one-man consulting firm to over 200 employees in 9 states and across 12 Federal Agencies. Specializing in Custom Computer Programming and Systems Design, Management Consulting and Business Support Services, Asset Management and Data Analytics, and Custom Training Development and Delivery, G&A is the #1 federal contractor in the VA/DC-Metro area, #2 provider of Information Technology services in America, and one of the top 50 fastest growing businesses according to the INC500. G&A was also named to the INC VET100 Top Fastest Growing Service-Disabled Veteran Owned Businesses and awarded the 2022 SECAF Award of Excellence. G&A could only have achieved this growth and success due to the outstanding support of what we like to call our "family" of talented personnel. To show our appreciation, we offer a diverse and inclusive environment with competitive benefits including flexible schedules and telework whenever the customer allows.

Summary:

Goldschmitt and Associates is seeking Customer Service Representatives for a remote position.

To qualify, applicants must live within a 75-mile radius of a Central Research deployment facility (Hendersonville, TN). The reason for this is the employee is expected to pick up their equipment and PIV card/credentials, come into the facility whenever the equipment must be repaired or replaced, 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 and 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 to 5pm (Central Time), Monday through Friday.

After Training has been completed 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 Goldschmitt and Associates, and that the employee may not be able to select their preferred schedule.

Contact Center hours of operation:

  • Monday: 8am-9pm EST
  • Tuesday: 8am-8pm EST
  • Wednesday: 8am-8pm EST
  • Thursday: 8am-6pm EST
  • Friday: 8am-6pm EST

This is a professional, structured, and fast-paced environment. Customer Service Representatives will provide efficient and accurate servicing of student loan inquiries, perform account updates, and help counsel the customer to establish personalized repayment plans that meet Federal and State regulations and comply with company policy. Customer Center Representatives are expected to provide exceptional customer service while maintaining quality expectations for inbound and outbound customer interactions. To protect customer data, the highest levels of privacy and security are required.

Job Duties and Responsibilities:

  • Perform efficient and accurate handling of inquiries regarding student loans, appropriate account updates/changes, and provide repayment options within policies and Federal and State regulations.
  • Handle inbound/outbound customer calls in a highly productive call center environment while meeting quality assurance and key performance indicators.
  • Provide assistance with completion of customer applications to meet the guidelines outlined in department procedures.
  • Ensure the highest levels of privacy and security to protect the client, their customers, and business partners while providing exceptional customer service

Necessary Skills and Knowledge:

  • Must possess a friendly and professional speaking voice and patient demeanor.
  • Outstanding attendance and punctuality
  • Ability to provide excellent customer service.
  • Strong verbal and written communication skills
  • Excellent time management and multi-tasking skills
  • Strong computer skills (basic troubleshooting, fast and accurate typing, and using web browsers)
  • To qualify, an applicant must pass an online customer service assessment test
  • Must possess reliable high-speed internet using a hard-wired ethernet connection
  • Must possess reliable transportation, to a CRI facility, throughout the course of employment

Minimum Qualifications:

  • Possess a High School Diploma or equivalent certification, such as the GED
  • Possess at least 6 months of contact center or customer service experience
  • Possess at least 6 months computer experience in a business environment
  • Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C). Requirements are as follows:
    • 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)
    • 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
    • Must be a US Citizen
  • Qualified applicants must reside within a 75-mile radius of Lowell, AR, Hendersonville, TN or Augusta, GA

Preferred Qualifications:

  • Bachelor's degree
  • Call Center experience
  • 6 months of Microsoft Office (Outlook, Word, Excel, and OneNote) experience

Goldschmitt and Associates is an equal opportunity employer. Goldschmitt and Associates does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

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.

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