Contact Center Specialist

Administrative & Operations Support

The mission of the Georgia Student Finance Commission is to promote and increase access to education beyond high school for Georgians. To achieve this mission the commission administers state and lottery-funded student financial aid programs including the HOPE Scholarship, HOPE Grant, and Student Access Loan Program and provides college planning and other educational services to more than 2 million Georgians through GAfutures.org. The commission seeks to improve its own operations and inform policymakers and other stakeholders through analysis, interpretation and publication of information using the extensive data collected in support of its programs.

We offer excellent benefits including 13 paid holidays, 3 weeks annual + 3 weeks sick leave per year, health/life/disability benefits after 30 days, employer 401k match, medical/childcare spending account options, and deferred compensation plan. Our standard business hours are Monday through Friday from 8am to 5pm. We also offer employee recognition and a great place to work! Our office is conveniently located in Tucker only 2 minutes from I-285.

Description

Under direct supervision, this entry-level position provides a full range of front line customer service support to students regarding the HOPE and Zell Miller Scholarship and Grant programs. Provide customers with prompt, courteous and accurate information about program procedures and regulations, eligibility requirements and the GAfutures website and student portal. Effectively utilize the phone, email and virtual chat systems for assisting customers and tracking customer service and communications. Provide a high level of customer service including explaining web-based information to customers/students by phone, email and help ticket system.

Job Responsibilities

• Maintain an understanding and knowledge base of the current program regulations and systems to assist customers.
• Provide a high level of customer service and report customer feedback.
• Communicate effectively orally or in writing.
• Efficiently utilize the phone, email and help ticket systems to provide customer service.
• Handle and resolve routine customer complaints and/or problems.
• Efficiently process incoming documents and update data records.
• Work as a team member to produce needed outcomes.
• Perform multiple responsibilities accurately and efficiently.
• Work as a team member to produce needed outcomes.
• Perform other duties as assigned to meet business needs.

The following standards express the background of education and experience as evidence of an applicant's ability to qualify for this position. Any combination of education and experience, if evaluated as equivalent, may qualify an applicant for this specific position.

Preferred Qualifications

• At least an Associate Degree from an accredited college or university and one year of experience in a customer service setting communicating information OR one year of experience in a call center.
• Intermediate level proficiency in Microsoft Office applications.
• One (1) year directly related experience in a college financial aid or student affairs environment.
• Experience working in an automated customer service call center.

All selected applicants may be subject to a criminal background investigation and the highest level of education indicated will be verified before final approval to begin work. Applicants have the right to challenge the contents of any criminal history record obtained for the purpose of employment with GSFC.

The Georgia Student Finance Commission is an equal opportunity employer.

Note: This position is subject to close at any time once a satisfactory applicant pool has been identified.

High school diploma/GED and two (2) years of experience communicating information in a customer service setting; or one (1) year of experience required at the lower level Customer Svc Rep 1 (GST120) or position equivalent. Additional Information