| Company: | Educational Computer Systems, Inc.
Coraopolis, PA |
| Job Location: |
Coraopolis - Allegheny County
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| Employment Type: | Seasonal - Full Time |
| Department: | Call Center Operations |
| Salary Range: | Base Salary Commensurate with experience |
Description: |
Company Background
Headquartered in Pittsburgh, Pennsylvania, ECSI is the nations leading student loan management and higher education business solutions provider to more than 1300 colleges and universities across the country.
Having serviced more than 7 million loans throughout its history, the company offers the most complete and comprehensive solutions, which include: Student Loan Billing Services, Tuition Payment Plans, Refund Management, Tax Form Processing, eCommerce and Delinquent Receivable Management Services.
Today, the company continues to grow in its current markets, leveraging its technology enabled services platform and dominant market position. ECSI has taken a strong leadership position and broken out of the competitive pack as the nationally recognized market leader. This has had a dramatic impact on the business, as the rate of sales is accelerating at the same time operational efficiencies are resulting.
ECSIs service levels continue to improve, its rate of automated processes such as electronic bill presentment and payment have further improved net profits. Campus based products provide 15 year loan agreements with individual borrowers. This has created tremendous visibility allowing the company to invest in its technology platform and in expanding its product offering.
Position Summary:
The role of the Seasonal Call Center Representative I will be to provide superior customer service during each customer interaction. This includes following all components of the ECSI call strategy and accurately completing transactions in a timely manner while complying with federal student loan regulatory policies and procedures. The Seasonal Call Center Representative I will also participate in team activities to support the ECSI Call Center service initiatives. This is a seasonal positions from January through April. Shifts vary from 7:30 am to 8:15pm.
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Duties: |
Essential Duties and Responsibilities
Responsible for achieving high levels of customer service to Tier I; non-loan servicing, ECSI customers
Must be crossed-trained on all Tier I, ECSI products and services and ECSI call center policies and practices
Must consistently exceed quality standards within the call center
Answer, investigate and/or initiate actions on customer inquiries efficiently, using all customer access channels. (Phone, web, chat, mail, fax, etc.) Follow-up as required to ensure customer satisfaction
Responsible for continually updating personal knowledge of changes to the company products/services, technology, and call center practices and policies
Participate in training to improve skills, performance levels and overall personal development
Assist other team members to promote center activities and job knowledge. Work as a team member to improve overall performance
Consistently meet or exceed performance standards for service quality, accuracy and volume. Work with supervisor to set performance goals and agree on performance improvement methods if required
Consistently meet established policies and procedures relating to standards on shift, break, and lunch schedule adherence in order to support the goal of timely customer calls being taken.
Must follow call adherence policy and procedures developed for the call center operation
Must comply with all designated policies and procedures established by the company
All other duties assigned
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Qualifications: |
Experience, Education and Licensure
Minimum of high school diploma, college degree preferred
One year of experience in a customer service environment
Excellent interpersonal and motivational skills
Innovative and self-starter
Ability to work with minimum supervision
Proficient with Microsoft office software and computer technology
Detail and analytical orientation
Problem solving and conflict resolution skills
Demonstrated ability to work in a fast paced environment
Language Skills
Ability to respond clearly and professionally either verbally or in writing to inquiries or complaints from customers. Ability to utilize verbal skills to de-escalate highly dissatisfied customers without supervisor intervention.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell
The employee must occasionally lift and/or move up to 25 pounds
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
Work Environment:
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time
The noise level in the work environment is usually moderate
**ECSI is an Equal Opportunity Employer** |
