Customer Service Representative Iii

Customer Service Representative III

Description
Foxhound Federal, LLC has an immediate opening for a Call Center Customer Service Representative III. This is a senior level position. This position is ideally suited for a self-motivated, detail-oriented person with excellent communication and Customer Service skills. We offer Health and Welfare Benefits as determined by the Service Contract Act, Personal Time Off, and Federal Holidays.
DUTIES AND RESPONSIBILITY:

• Handles more complex Customer Service inquiries and problems via the telephone, recording consistent problem areas.
• May respond to e-mail inquiries.
• Customer service is the primary function.
• Calls are non-routine and require deviation from standard screens, scripts, and procedures.
• Handles situations which may require adaptation of response or extensive research according to customer response.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• May handle escalated and unresolved calls from less experienced representatives.
• Respond to incoming calls, e-mails, chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing
• Delegate work assignments, taking into consideration daily workload and skill level of team members.
• Field customer calls as necessary and act as resource for the most complex customer calls.
• Monitor calls of the team to ensure that regulations and compliance are met.
• Provide training and mentoring to CSR I & II team members.
• Identify broader training needs for individuals and the team and communicate these needs to department management and supervisors.
• Act as a liaison for routine requests within and outside of the department.
• Identify trends and recommend problem prevention strategies for department consideration.
• Assist supervisor in quality assurance review.
• Act as a role model to enable success in all aspects of team and individual performance.
• Responsible for work delegation, training, and/or quality assurance of Customer Service Representative I and II within the work group.
• Identify opportunities for improvement of procedures and processes and recommend solutions.
• Provide technical guidance to improve the performance of CSR I & II based on monitoring and the outcomes of the quality assurance process.
• Support direct operations of the work team (such as customer calls, making complex adjustments, or other loan servicing activities) as necessary.
• Identify trends in department workflow and in the accuracy of the departments work.
• Provide recommendations for improving the work team or departments performance, efficiency, or workflow.

BASIC QUALIFICATIONS:

• High School diploma or equivalent with 12 months of Customer Service experience.
• May have additional training or education in area of specialization
• At least two (2) years of Customer Service experience required.
• Must reside in the U.S.
• Must be a U.S. Citizen
• Must be able to pass a criminal background check
• Must not be delinquent or in default on any federal student loans
• Comprehensive understanding of the student lending industry is preferred
• Ability to understand workflow capacity and departments needs to effectively allocate assignments within the work group.
• Thorough understanding of appropriate Federal and procedures and how to apply them in order to provide effective Customer Service.
• Ability to communicate clearly and effectively. Provide information clearly either through oral communication or through written correspondence.
• Ability to work effectively in a results-oriented environment.
• Ability to work effectively in a team environment.
• Must have high-speed internet (minimum of 20 mbps) to work from home / remotely.
• Must connect an Ethernet cable directly to the router (cannot connect via Wi-Fi)
• Must be able to perform repetitive actions.
• May be required to work scheduled holidays, overtime, and weekends.
• Must be available to support all FSA programs via reassignment between programs (moving from one program to another), as needed.
• Must be able to certify in functions being trained.
• Must be able to speak, read and write in English fluently
• Must be able to effectively read a prepared / written script out loud

DESIRED SKILLS:

• High School Diploma or GED Required
• Excellent interpersonal skills, communication skills and team based project experience.
• Experience utilizing a variety of office software, specifically Microsoft Office
• Ability to work with minimal supervision and guidance is essence

*Foxhound Federal, LLC is an equal opportunity and affirmative action employer. Foxhound Federal is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities.

This is a remote position.