Customer Service Specialist

Aquent; Lisle (IL); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Aquent is seeking a Frontline Advisor specialist to support students with registration and finance inquiries in Lisle, IL. The role operates in a fast-paced call center environment, handling high-volume contacts and queue management.

New hires complete a comprehensive 4-week training program, with system training and job shadowing before managing queues independently. Potential conversion to permanent roles may arise as openings appear.

Qualifications

• Bachelor’s degree required.
• 1+ years in a high-volume call center or customer service.
• Strong verbal and written communication.
• Comfort navigating multiple databases/CRMs.
• Experience with Canvas or Banner is a plus.

Responsibilities

• Inbound calls about registration, financial accounts, holds, and course planning.
• Manage and resolve assigned student queues and ticketing workflows.
• Execute targeted registration outreach and engagement campaigns.
• De-escalate customer concerns with empathy and professionalism.
• Document interactions and escalation details across platforms.
• Participate in paid training and shadowing.

Skills

Customer service

Call center

Communication

Data entry

CRM software

Education

Bachelor’s degree

Tools

CRM systems

Job description

Our higher education client is looking for Frontline Advisors to support students with registration and student finance inquiries.

Position Title: Specialist, Advising & Retention Services (Frontline)

Location: Lisle, IL

Work Schedule: On-site Monday–Thursday; Remote on Friday. Operational Shifts (post-training): 9:00 AM – 6:00 PM CT or 10:00 AM – 7:00 PM CT. Training Schedule (first 4 weeks): 8:00 AM – 5:00 PM CT

Pay Rate: $30.00 / hour

Position Type: 6-month temp with the potential to extend

Position Overview

Our client is seeking student-focused Specialists to join our frontline Advising & Retention team in Lisle, IL. Operating in a fast-paced, high-volume call center and queue management environment, Specialists serve as a primary contact for active, continuing students. This role supports student retention by answering inbound calls, managing student queue cases, resolving holds, and assisting with course registration and student finance inquiries.

New hires complete a comprehensive 4-week training program—including system training and hands-on job shadowing—to learn academic and financial processes before managing queues independently. Outstanding performers may be considered for conversion into permanent, full-time advising roles as openings arise.

Key Responsibilities

• Support high-volume inbound phone calls from activestudents regarding registration, financial accounts, holds, and course planning.
• Manage and resolve assigned student case queues and ticketing workflows accurately and within established turnaround times.
• Execute targeted registration outreach and project-based student engagement campaigns.
• De-escalate customer concerns with empathy, clarity, and professionalism.
• Document student interactions, case notes, and escalations accurately across internal platforms.
• Participate in 4 weeks of paid structured training and job shadowing.

Qualifications

• Bachelor’s degree required.
• Experience in a high-volume call center, contact center, or customer service environment (1+ years preferred).
• Strong verbal and written communication skills with the ability to handle challenging or sensitive student interactions professionally.
• Excellent computer literacy and comfort navigating multiple databases/CRMs simultaneously (experience with higher education platforms such as Canvas or Banner is a plus, but not required).
• High attention to detail for documentation, case creation, and queue routing.
• Openness to feedback, coaching, and following structured decision trees.
• Former Academic/Financial Advising experience at higher education institutions (e.g., DeVry, Keller) is a strong plus.

Our eligible talent get access to benefits such as health benefit contributions, retirement plans with match and flexible spending accounts.

Skill is an equal-opportunity employer.

We evaluate qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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