Customer Service Representative

Navient has immediate openings for a Customer Service Representative, to support our growing customer base. We seek reliable and solutions-oriented individuals to join our team.

This position is on-site located at our Horseheads, NY Office

• New hire training starting on Monday, April 17th
• $16.00 per hour plus bonus
• This new role will be fast-paced performing data entry review related to a new program. Attention to detail is vital to ensure required data is accurately verified to ensure the application moves to completion.
• This role is a DOT PHSMA position requiring compliance with DOT pre-employment and post-employment drug screening.

The Customer Service Representative role is a fast paced, high volume, inbound call center position. This role is responsible for providing prompt and accurate information in a courteous and professional manner to customers.

Customer Service:

• Provide accurate, clear, and concise responses to customer communication (could be phone, email, or other approved forms of communication). Handle general questions and guide the applicant/caller through issues relevant to their inquiry.
• Perform processing functions necessary to facilitate resolution and make necessary updates to their application/account.
• Determine a plan of action to facilitate resolution with the processing department and potentially the client. Utilize proper escalation procedures.
• Utilize the ability to navigate through the system of record and web-based application portal.
• 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 CSR must be skilled and proficient in verbal communication, context, and the nature of our business to accurately respond to the caller, including novice callers.
• Communicates by listening to “hear” the customers concern without interruption, so that the appropriate response is given.
• Utilizes established processes to identify, analyze, and escalate unusual or repeat issues.
• Demonstrates effective telephone techniques and the ability to be direct and concise, while always maintaining a professional manner.

Account Management

• Research applications/accounts based on the information provided by the customer, as well as a review of the available systems. Since most calls involve issues with respect to applicant support services, it is critical that the CSR possess a sound knowledge of internal and client policies and procedures. The CSR will be faced with an array of varying situations each day that require quick comprehension of the situation with real-time responses to applicants. Sound judgment must be exercised in both the initial response to the applicant and all follow-up that may be required thereafter.
• Possess excellent verbal communication skills and optimal listening skills. Able to navigate multiple computer applications quickly and analyze multiple bits of information to arrive at the correct answer.
• Demonstrate efficient time management skills; can quickly ascertain the specific issue and immediately provide the caller with a comprehensive solution.
• Actively advise applicants of specific web options available to resolve status inquiries. This includes co-browsing the web with the applicant

Identify trends in call volume

• Utilize outlined processes to identify, analyze and escalate unusual or repeat issues received while responding to escalated incoming calls. Report these issues timely and accurately, assessing and identifying potential impacts to Navient, the client and the applicants.
• If any problems or issues arise with the web-based application portal, or other desktop applications, the CSR must quickly escalate these issues to Supervisory and/or Management staff.

Training

• Attend training as requested
• Keep all training documents organized and keep abreast of new information.
• Other duties as assigned

Training Hours:

First 4 weeks, Monday-Friday 8am -5pm

Regular Scheduled Hours:

Shifts range between the hours of 8:00 am-6:00 pm (need to be available between 8:00 am

6:00 pm to work an 8-hour day).

MINIMAL REQUIREMENTS:

• High school Diploma
• Pre-Employment drug test required
• Experience in handling customers with professionalism, diplomacy, and consideration for the customer’s concerns
• 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
• This role is a DOT PHSMA position requiring compliance with DOT pre-employment and post-employment drug screening

PREFERRED REQUIREMENTS:

• Prior experience in a high-volume production environment preferred
• Demonstrates excellent written and verbal communication skills
• Strong analytical skills
• Fast learner, ability to maintain an in-depth understanding of the training curriculum
• Possesses excellent PC and internet navigation skills
• Demonstrates efficient time management skills
• Demonstrates effective decision-making skills