Entry-Level Hybrid Call Center Agent - Student Loans

Pheaa; Harrisburg, Northern (Dauphin County, KY); Hybrid; USD 22,000 - 24,000; Full time

Job summary

PHEAA's AES Contact Center in Harrisburg, PA is seeking entry-level Call Center Representatives to help students and borrowers by providing clear information, answering questions, guiding repayment options, and delivering a positive customer experience in a mission-driven environment.

The role starts with a 6-week training program (Mon–Fri, 8:00–4:30) with two on-site days each week, then a long-term shift from 12:00–21:00, hybrid with two days on site.

Qualifications

• High school diploma or equivalent required.
• Computer literacy and knowledge of MS Office.

Responsibilities

• Call Center Representatives answer calls handling a variety of complex account issues with one or multiple customer support lines.
• Answer questions to identify the root cause of the call and research to resolve the customer inquiry upon first contact.
• Assist customers with troubleshooting online account issues and utilizing online tools that are available.
• Update customer and account information as needed.
• Handle difficult or escalated call types and assist with resolution.
• Counsel customers in achieving successful repayment of their student loans, including payment inquiries and options.

Job description

PHEAA's AES Contact Center in Harrisburg, PA is seeking entry-level Call Center Representatives to help students and borrowers by providing clear information, answering questions, guiding repayment options, and delivering a positive customer experience in a mission-driven environment.

The role starts with a 6-week training program (Mon–Fri, 8:00–4:30) with two on-site days each week, then a long-term shift from 12:00–21:00, hybrid with two days on site.