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 incoming customer calls. Handle general questions and guide the applicant through issues relevant to their case.
• Perform processing functions necessary to facilitate first call resolution and reflect the accurate status.
• Determine a plan of action to facilitate resolution outside of the Call Center. Send necessary requests to other units. 
• Utilize proper escalation procedures.
• Utilize the ability to navigate through the system of record (if applicable)
• 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.
• 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.

Account Management

• Research accounts based on the information provided by the customer, as well as a review of the account variables. Since most calls involve issues with respect to individual accounts, it is critical that the incumbent possess a sound knowledge of internal policies and procedures. The incumbent will be faced with a number of issues each day that require quick comprehension of the situation with real-time responses to customers. Sound judgment must be exercised in both the initial response to the customer 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; is able to quickly ascertain the specific issue and immediately provide the caller with a comprehensive solution to the issue.
• Actively advise customers of specific web options available to resolve status inquiries. This includes co-browsing the web with the customer.

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 and the customers.
• If any problems or issues arise with the use of the IVR, or other desktop applications, the CSP must quickly escalate these issues to Supervisory and/or Management staff.

Training

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

MINIMUM REQUIREMENTS

• 1 year Customer Service Experience.
• Ability to multitask i.e Note accounts while talking to customers.
• Experience with navigating multiple applications on a computer.
• Experience in handling customers with professionalism, diplomacy and consideration for the customer’s concerns.

PREFERRED QUALIFICATIONS

• Prior experience in a high-volume production environment.
• Prior experience in handling parking ticket questions and parking permit questions.