Customer Support Representative

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Address client questions through various channels including phone, email, chat, SMS, and ticketing systems.

• Resolve non-technical concerns by following established workflows, scripts, and templates.

• Assess borrower requirements to identify subsequent actions, necessary documentation, or specific program guidance.

• Work collaboratively with fellow Customer Service Representatives on intricate or escalated cases.

• Identify gaps in workflows and borrower pain points to communicate with product and operations teams.

• Accurately record all interactions and case activities within the CRM and other internal systems.

• Assist borrowers in areas such as loan forgiveness, tuition assistance, student loan repayment support, and refinancing services.

• Achieve service-level agreements while contributing to enhancements in workflow and borrower experience.

⛳️ Requirements

• Excellent communication abilities.

• A strong commitment to solving customer problems.

• Exceptional attention to detail.

• Compassionate communication skills.

• Organized, process-oriented, and highly meticulous.

• Strong work ethic coupled with dependable follow-through.

• High level of empathy for borrowers facing financial challenges.

• Ability to swiftly learn new program guidelines with support.

• Reliable teamwork skills and a readiness to adhere to processes and ask questions.

• Proficiency in using PeopleJoy’s CRM and internal tools.

• Capability to engage through phone, email, chat, SMS, and ticketing systems.

• Availability for full-time work.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• 401(k) matching program.

• Short-term disability coverage.

• Long-term disability coverage.

• Life insurance.

• Fully remote work opportunities.