**Experienced Customer Service Representative – Federal Student Aid Loan Servicing**

At arenaflex, we're committed to delivering exceptional customer service and support to our clients, and we're seeking a highly motivated and detail-oriented individual to join our team as a Customer Service Representative. As a key member of our team, you will play a vital role in providing top-notch service to our customers, resolving their inquiries and issues in a timely and professional manner. **About arenaflex** arenaflex is a leading provider of innovative solutions and services to the public sector, with a strong focus on customer service and support. We're proud to be a trusted partner to the Department of Education, and we're committed to delivering exceptional results that meet the highest standards of quality and excellence. Our team is passionate about making a difference in the lives of our customers, and we're looking for like-minded individuals to join us on this journey. **Job Summary** As a Customer Service Representative, you will be responsible for responding to incoming calls, chats, and emails from customers regarding Federal Student Aid (FSA) Loan Servicing. You will also be required to make outbound calls to customers to resolve their inquiries and issues. This is a remote position, but you must live within 1 hour of Jacksonville, FL and be willing to work onsite for up to one week. **Training and Development** arenaflex provides comprehensive training to ensure that our employees have the knowledge and skills they need to succeed in this role. Our training program includes: * 4 weeks of paid, remote training, Monday - Friday, 9am-5:30pm ET * No time off is permitted during training * Ongoing training and development opportunities to help you grow and succeed in your career **Essential Duties and Responsibilities** * Handle customer service inquiries and problems via the telephone, recording consistent problem areas * Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff * Use computerized systems, knowledgebase, and standard technology to respond to inquiries and perform job duties * Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests * Use computerized systems for tracking, information gathering, and/or troubleshooting * Support Contact Center expectations as well as departmental and corporate policies and procedures * Maintain regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks * Assist with Credit Bureau Requests utilizing established processes and procedures * Refer escalated calls or inquiries to appropriate levels as needed **Minimum Requirements** * High School diploma or equivalent with 6 months of customer service experience * Must be able to speak, read, and write in English fluently * Basic math and PC skills, including MS Office applications, required * Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks * Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training * Regular and predictable attendance is required * Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed **Additional Requirements as per Contract/Client** * Must reside in the U.S. and be a U.S. citizen * Must be able to pass a criminal background check * May be required to work scheduled holidays, overtime, and weekends * Must be able to effectively read a prepared / written script out loud * Cannot be in default on any federal student loans * Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education. * Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. New and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by arenaflex. **Home Office Requirements** * Internet speed of 25 mbps or higher required (you can test this by going to www.speedtest.net) * Hardwired internet (ethernet) connection router, cannot connect via Wi-Fi * Must have a personal desktop or laptop computer to use for the first few weeks of training with a private work area and adequate power source * All equipment will need to be picked up in our Jacksonville, FL office **EEO Statement** Active military service members, their spouses, and veteran candidates often embody the core competencies arenaflex deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. arenaflex is an Affirmative Action/Equal Opportunity Employer. arenaflex provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status. **Pay Transparency** For positions on this contract, arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation. **Hourly Base Pay Minimum for this Position** $ 17.20 **Hourly Base Pay Maximum for this Position** $ 17.20 **Remote** Yes If you're a motivated and detail-oriented individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job