Job Description

Scholarship America, a Star Tribune Top Workplace, is looking for a CUSTOMER SERVICE REPRESENTATIVE (FT – SEASONAL) to join our team with a commitment to helping students achieve their dreams of higher education. Our team members are motivated by our vision to create an America where every student’s educational dreams can come true with this position providing direct customer service support for the programs we serve, as well as technical and general office support to the Operations team. _Due to COVID-19 pandemic, currently position is working remotely with virtual training and onboarding.  This position’s schedule is Monday-Friday from 8:30 am – 5:00 pm _(NOVEMBER – JULY, ANNUALLY). Scholarship America also has a strong learning and development culture that supports professional growth for all employees across foundational and job-specific skills. 

ESSENTIAL JOB FUNCTIONS:

• Provide customer service through email, chat and telephone. 
• Interact with students, parents, high school and university officials, affiliates and other constituents by providing accurate and timely program information and problem solving with a student-centered approach.
• Proactively collaborate with program managers by providing program updates, suggestions, and feedback, and assisting with knowledgebase development.
• Ensure quality customer service by providing internal team updates throughout the program cycle, reducing the number of contacts escalated to the program manager.
• Facilitate integrated disbursements by communicating with colleges and universities during the research, onboarding, and payment process.
• Escalate cases to the program manager as appropriate.
• Download and file student documents as directed by the program manager.
• Communicate with team members and supervisor regarding individual program needs and coordinate work with peers to ensure service levels are met.
• Track customer contacts through applicable software.
• Test and provide feedback for program applications and student-facing software.
• Proactively seek support tasks during off peak hours including processing renewal applications and grade point average verifications.

MINIMUM REQUIREMENTS:

• Previous experience in direct internal or external customer support through phone and/or email interaction.
• Proficiency in the Microsoft Office Suite (specifically Outlook, Word, Excel).
• Proficient data entry computer skills.  
• Ability to multitask while maintaining quality results (i.e. email, chat, and phone).  
• Ability to learn new technologies with focus on continuous improvement.
• Demonstrated proficiency to communicate, listen to and understand information and ideas presented.
• Highly organized, strong attention to detail in order to produce the highest quality work, including follow up and follow through.
• Demonstrated ability to add, subtract, multiply, or divide quickly and correctly.
• Ability to analyze information and evaluating results to choose the best solution and solve problems.
• Regular & timely attendance to support business & client needs and prioritization to effectively manage competing priorities.

PREFERRED REQUIREMENTS:

• Fluency in Spanish.
• Associates Degree, or equivalent experience.
• Background utilizing multiple computer systems simultaneously to gather relevant data.

EOE. Veterans/Disabled