On-Call Customer Service Representative | Saint Peter, MN | Scholarship America Employment

On-Call Customer Service Representative

The On-Call Customer Service Representative will provide direct customer service support for the programs we serve, as well as general office support to the Operations team as a back up to the Customer Service team during peak season or as scheduling needs occur in our business.

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.
  • Ensure quality customer service by providing internal team updates throughout the program cycle, reducing the number of contacts escalated to the program manager.
  • 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.

Minimum Qualifications

  • 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. software applications, email, chat, and phone).
  • High school diploma.

Preferred Experience

  • Two year degree of study preferred, or equivalent experience.
  • Background utilizing multiple computer systems simultaneously to gather relevant data.
  • Fluency in French or Spanish.

Requirements for all Scholarship America positions:

  • Appreciation for and commitment to Scholarship America’s stated Values:
    • Accountable for behaviors and results that create impact.
    • Responsive, serving all constituents with the highest quality standards.
    • United, working together to create the best results for all.
    • Relevant, always evolving processes, products and communications.
    • Integrity.  Operates in the most ethical manner, always with students at the heart of our work.
  • Demonstrated ability to work efficiently, effectively and cooperatively with other people; positive attitude.
  • Strong command of the English language, with the ability to communicate both verbally and in writing, including grammar, spelling and punctuation.
  • 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.
  • Ability to communicate, listen to and understand information and ideas presented.

If you meet the criteria:

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