Client Support Specialist

1 week ago

Lowell, Massachusetts, United States Goldschmitt and Associates Full time
Job Overview

Salary: Competitive

Goldschmitt and Associates LLC (G&A), established in 1998, has expanded from a single consultant to a robust team of over 200 professionals across 9 states and 12 Federal Agencies. We specialize in Custom Software Development, Management Consulting, Business Support Services, Asset Management, Data Analytics, and Tailored Training Solutions. G&A proudly holds the title of the leading federal contractor in the VA/DC-Metro area and ranks as the second-largest provider of IT services nationwide, recognized among the top 50 fastest-growing businesses by INC500. Additionally, we have been honored as one of the INC VET100 Top Fastest Growing Service-Disabled Veteran Owned Businesses and received the 2022 SECAF Award of Excellence. Our growth is attributed to our dedicated team, whom we consider family. We are committed to fostering a diverse and inclusive workplace, offering competitive benefits, flexible schedules, and telework options when feasible.

Position Summary:

We are currently seeking Client Support Specialists for a remote role.

Eligibility: Candidates must reside within a 75-mile radius of a designated Central Research deployment facility. This requirement is essential as employees are expected to collect their equipment and credentials from the facility and return for any necessary equipment repairs or replacements.

Training Program:

New hires will undergo comprehensive training to familiarize themselves with federal regulations, company policies, and customer relationship management tools to provide tailored assistance for each customer inquiry. Full availability is required to complete a remote paid training program lasting up to 5-6 weeks, scheduled from 8 AM to 5 PM (Central Time), Monday through Friday.

Upon successful completion of training, new hires will be assigned a 40-hour work schedule during operational hours. Applicants should be aware that by submitting their application, they agree to be available for an assigned shift during the specified operational hours, which may vary at the discretion of Goldschmitt and Associates.

Contact Center Operational Hours:

  • Monday: 8 AM - 9 PM EST
  • Tuesday: 8 AM - 8 PM EST
  • Wednesday: 8 AM - 8 PM EST
  • Thursday: 8 AM - 6 PM EST
  • Friday: 8 AM - 6 PM EST

This role demands professionalism in a structured and fast-paced environment. Client Support Specialists will efficiently handle inquiries related to student loans, perform account updates, and assist customers in establishing personalized repayment plans in compliance with Federal and State regulations and company policies. Representatives are expected to deliver exceptional customer service while adhering to quality standards for both inbound and outbound interactions. Maintaining the highest levels of privacy and security to protect customer data is paramount.

Key Responsibilities:

  • Efficiently manage inquiries regarding student loans, perform necessary account updates, and provide repayment options within established policies and regulations.
  • Handle inbound and outbound customer calls in a high-performance call center environment while meeting quality assurance metrics and key performance indicators.
  • Assist customers in completing applications in accordance with departmental procedures.
  • Ensure the utmost privacy and security to safeguard clients, their customers, and business partners while delivering outstanding service.

Essential Skills and Qualifications:

  • Friendly and professional communication style with a patient demeanor.
  • Excellent attendance and punctuality.
  • Proven ability to provide outstanding customer service.
  • Strong verbal and written communication abilities.
  • Effective time management and multitasking skills.
  • Proficient computer skills, including basic troubleshooting, fast and accurate typing, and navigating web browsers.
  • Successful completion of an online customer service assessment test is required.
  • Reliable high-speed internet connection via a hard-wired Ethernet connection.
  • Access to reliable transportation to a designated facility throughout employment.

Minimum Qualifications:

  • High School Diploma or equivalent certification (e.g., GED).
  • At least 6 months of experience in a contact center or customer service role.
  • At least 6 months of computer experience in a professional setting.
  • Ability to obtain and maintain a Public Trust security clearance (Federal 5C), which includes:
    • No defaults on Federal Student Loans or federally guaranteed loans.
    • No felonies or misdemeanors within the past 7 years that could affect security clearance eligibility.
    • No outstanding non-medical collections exceeding $7,500 that could impact security clearance.
    • Must be a U.S. Citizen.
  • Qualified candidates must live within a 75-mile radius of designated facilities.

Preferred Qualifications:

  • Bachelor's degree.
  • Experience in a call center environment.
  • Proficiency in Microsoft Office Suite (Outlook, Word, Excel, OneNote) for at least 6 months.

Goldschmitt and Associates is an equal opportunity employer. We do not discriminate based on 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 military discharge.

Note: This job description is intended to provide a general overview of the responsibilities and qualifications associated with the position. It is not an exhaustive list and may be subject to change as deemed necessary by the company.

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