What are the responsibilities and job description for the Customer Service Representative position at ROCS?
Why You Want to Work Here:
Join a mission-driven organization that supports the education and workforce community through secure, high-impact services. This is a great opportunity for someone who enjoys customer service, working with purpose, and being part of a collaborative and dynamic team. Whether you're looking to grow your career or make a difference, this role offers both.
Responsibilities:- Provide prompt, courteous, and accurate responses to customer inquiries via phone, email, and web cases.
- Support users of various educational and verification services by troubleshooting issues, answering questions, and guiding them through processes.
- Thoroughly document customer interactions in Salesforce or other ticketing systems.
- Manage and resolve customer complaints, escalating issues when necessary.
- Monitor inbound case queues and sort to appropriate teams for resolution.
- Meet or exceed service level expectations and contribute to team efficiency.
- Submit ideas for improving self-help resources and internal knowledge bases.
- Maintain a positive, professional demeanor when interacting with stakeholders at all levels.
- Stay adaptable in a fast-paced, seasonal environment tied to academic calendars.
- Participate in ongoing training and remain open to new systems and procedures.
- Some college coursework and at least 1 year of experience in a customer-facing role (phone support required for full-time roles).
- Excellent written and verbal communication skills, with an emphasis on grammar, etiquette, and active listening.
- Proficient with Microsoft Outlook and Adobe PDF tools; familiarity with common internet browsers.
- Comfortable using web-based systems and ticketing tools such as Salesforce.
- Strong critical thinking skills with the ability to adapt to changing workflows.
- Ability to work until 7:00 PM ET as scheduled; part-time shifts require at least 4 hours/day.
- Must be 18 or older and authorized to work in the U.S. without sponsorship.
- Must reside within commuting distance to the Herndon, VA area or be open to periodic travel if required.
- Bilingual (Spanish).
- Bachelor’s degree.
- Experience in a call center or high-volume customer support role (e.g., 45 calls or 35 emails/day).
- Familiarity with higher education, student loan services, or web order management.
- Ability to troubleshoot PC or Mac issues over phone/email.
- Proven ability to stay composed in high-pressure situations.
- Remote-first environment with occasional on-site requirements.
- Frequent computer and phone use (7 hours/day).
- Must be able to wear a headset and multitask (type and talk).
- Requires sitting for extended periods and use of hands for typing and operating office equipment.
Fulltime, Hybrid
$15-$16/hr
Salary : $15 - $16