Customer Service Specialist [SK-13631]

As a valued partner with Aquent, you will step into a pivotal role with our esteemed higher education client, directly shaping the academic journeys and financial well-being of countless students. This is your chance to make a tangible difference, empowering individuals to achieve their educational aspirations and contributing to the sustained success of a vibrant learning community. Join a dedicated team where your expertise and passion for student support will have a profound and lasting impact.

About Our Client

Our client is a leading institution in the higher education sector, committed to fostering student success and retention. They provide comprehensive support services designed to guide students through their academic and financial inquiries, ensuring a smooth and rewarding educational experience.

About the Opportunity

We are seeking highly motivated and student-focused Specialists to join a frontline Advising & Retention team. In this dynamic and fast-paced environment, you will play a vital role as a primary contact for active, continuing students. This opportunity is more than just a job; it’s a chance to truly impact student retention and success by providing essential guidance on registration, financial accounts, and course planning. You’ll receive comprehensive training, including system training and hands-on job shadowing, to ensure you are fully equipped to excel. Outstanding performers in this role will also have the exciting potential for conversion into permanent, full-time advising positions as they become available, offering a clear path for career growth and advancement.

What You’ll Do

• Support high-volume inbound phone calls from active students, addressing inquiries related to registration, financial accounts, holds, and course planning.
• Manage and resolve assigned student case queues and ticketing workflows accurately and efficiently within established turnaround times.
• Execute targeted registration outreach and participate in project-based student engagement campaigns.
• De-escalate student concerns with empathy, clarity, and professionalism, ensuring positive outcomes.
• Document all student interactions, case notes, and escalations accurately across internal platforms.
• Participate in a comprehensive 4-week structured training program and job shadowing to master academic and financial processes.

What You’ll Bring

Must-Have Qualifications

• Bachelor’s degree.
• At least 1 year of experience in a high-volume call center, contact center, or customer service environment.
• 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.
• High attention to detail for documentation, case creation, and queue routing.
• Openness to feedback, coaching, and the ability to follow structured decision trees.

Nice-to-Have Qualifications

• Experience with higher education platforms.
• Former Academic or Financial Advising experience at higher education institutions.

About Skill:

Skill connects the best professional, IT, engineering, financial and administrative talent with the world’s biggest brands. 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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