The Customer Service Representative role is a fast paced, high volume, inbound email center position. This role is responsible for providing prompt and accurate information in a courteous and professional manner to customers. This position is for a contract that requires 7-day a week operation; thus, weekend availability is required. Hours are Monday-Sunday 9am- 6pm (EST).

• $16.00 per hour plus bonus.
• Work from your home with Computer equipment provided by Navient.
• This new role will be fast-paced, high volume, inbound call center position.

This is a temporary assignment with the potential for a permanent role. This temporary position is not eligible for benefits.

Training Schedule
Paid Virtual Training Hours (first 5 days of employment)- Monday - Friday, 9 AM - 6 PM EST

Regular Full Time Schedule:

Hours of operation for project are 9am-6pm EST 7 days a week for a total of 40 hours each week.

• Weekend availability is required

Essential Job Functions:

Customer Service:

• Provide accurate, clear, and concise responses to incoming customer emails. Handle general questions and guide the applicant through issues relevant to their case.
• Perform processing functions necessary to facilitate first email resolution and reflect the accurate status.
• Determine a plan of action to facilitate resolution. Send necessary requests to other units.
• Utilize proper escalation procedures. Utilize the ability to navigate through the necessary applications to assist customers.
• Consistently utilize resources to ensure accurate information is conveyed to customers.

Communication:

• Communicates in an accurate, clear and concise manner both in writing and verbally. The incumbent must be skilled and proficient in clear communication, grammar, context and the nature of our business in order to accurately respond to the email.
• Utilizes established processes to identify, analyze, and escalate unusual or repeat issues.

Account Management

• Research cases based on the information provided by the customer, as well as a review of the account variables. Since most emails involve issues with respect to individual cases, it is critical that the incumbent possess a sound knowledge of internal policies and procedures. The incumbent will be faced with a number of issues each day that require quick comprehension of the situation with real-time responses to customers. Sound judgment must be exercised in both the initial response to the customer and all follow-up that may be required thereafter.
• Possess excellent communication skills and optimal problem solving skills. Able to navigate multiple computer applications quickly and analyze multiple bits of information to arrive at the correct response.
• Demonstrate efficient time management skills; is able to quickly ascertain the specific issue and immediately provide the customer with a comprehensive solution to the issue.
• Actively advise customers of specific web options available to resolve status inquiries.

Identify trends in email volumes:

• Utilize outlined processes to identify, analyze and escalate unusual or repeat issues received while responding to escalated incoming emails. Report these issues timely and accurately, assessing and identifying potential impacts to Navient and the customers.
• If any problems or issues arise with the use of desktop applications, the CSR must quickly escalate these issues to Supervisory and/or Management staff.

Training

• Attend training as required.
• Keep all training documents organized and keep abreast of new information.

MINIMUM REQUIREMENTS:

• High School Diploma or G.E.D.

• Location Requirement: All work must be performed in the United States for this remote role.

• Experience in servicing customers with professionalism, diplomacy and consideration for the customer’s requests or concern

• High speed internet access (Minimum 10 MBPS upload speed and 100 MBPS download speed)

• You must use a provided ethernet cord and be hard wired into your server from the router/modem. You will not be able to use Wi-Fi or a hot spot.

• Cell phone

• Must be able to download an app on a Smartphone or tablet.

• Private workspace or home office free of distractions and outside noise

• Excellent written and verbal communication skills.

• Fast learner, ability to maintain an in-depth understanding of the training curriculum.

• Excellent PC and internet navigation skills

• Efficient time management skills

PREFERRED QUALIFICATIONS:

• Detail-oriented with close attention to program compliance requirements, record keeping guidelines, and file closeout expectations.

• Ability to use analytical skills to interpret and evaluate information.

• Ability to read, write, and speak English (Bilingual preferred)

• Ability to thrive in a fast-paced work environment.

• Strong customer service skills and knowledge of customer service best practices

• Ability to maintain confidentiality of program information.

• Proficiency with Microsoft Word, Excel, Outlook, and Internet

Offers of employment are contingent upon a pre-employment background check including a drug test.

Location Requirement: All work must be performed in the United States for this remote role.

IMPORTANT NOTICES:

All offers of employment are contingent on standard background checks. Navient and certain of its affiliated companies are federal, state and/or local government contractors. Should this position support a Federal Government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.

EOE Race/Ethnicity/Sex/Disability/Protected Vet/Sexual Orientation/Gender Identity. Navient Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.

Navient is a drug free workplace