Hybrid Call Center Agent – Empower Student Access

Pennsylvania Higher Education Assistance Agency; Harrisburg (Dauphin County); Hybrid; USD 21,000 - 25,000; Full time

Benefits offered by this job

Hybrid work arrangement

Training program

Job summary

PHEAA is a nonprofit student aid organization focused on affordable access to higher education. The State Grants and Special Programs team is seeking qualified Call Center Representatives for a hybrid, long-term role that trains extensively to ensure success.

You will handle inbound calls, assist with account issues, and guide customers through program eligibility and documentation. Required: HS diploma, MS Office knowledge, and prior customer service.

Qualifications

• High School/Equivalent required.
• Prior customer service experience preferred.
• MS Office knowledge required.

Responsibilities

• Answer inbound calls and resolve customer inquiries with accuracy.
• Identify root causes, research, and resolve issues on first contact.
• Assist customers with online account issues and documentation submission.
• Update customer and account information as needed.
• Counsel customers on program eligibility and required documents.
• Handle complex or escalated calls professionally.
• Work with one or multiple customer support lines.

Skills

Customer service

MS Office

Private internet at home

Education

High School/Equivalent

Tools

MS Word

MS Excel

Job description

PHEAA is a nonprofit student aid organization focused on affordable access to higher education. The State Grants and Special Programs team is seeking qualified Call Center Representatives for a hybrid, long-term role that trains extensively to ensure success.

You will handle inbound calls, assist with account issues, and guide customers through program eligibility and documentation. Required: HS diploma, MS Office knowledge, and prior customer service.