Support Desk IProvides a level of expertise to the Customer Support Services, which operates inbound call, outbound call, email, and web chat services, as well as back-office services. Displays an advanced understanding and focus on customer satisfaction and adherence to established Service Level Agreements (SLAs). Job Responsibilities * Supports inbound calling, email, web chat and outreach to Customer to assist in resolving batch edits and errors, missing documents and signature pages, fixing data. * Provides advanced knowledge and support to Customer to research and confirm COD processing status of data such as promissory notes, batch status, entrance counseling, exit counseling, borrower, grant recipient, borrower-servicer information, etc. * Performs analysis of COD borrower data integrity situations identified by Customer. * Researches and analyzes customer service issues to provide information and advanced long-term solutions in a timely manner. * Seeks opportunities to improve workflow and increase efficiencies. Adapts well to new processes and procedures. * Takes initiative to suggest improvements and show ability to define possible solutions. * Identifies key issues and patterns in solving problems and demonstrates ability to apply experience and knowledge of the issues and industry to resolve moderately complex problems. * Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer. * Performs manual linking and unlinking of award records and promissory/agreement to serve notes. * Support Services shall be executed in compliance with processing and program guidelines published by Customer. Minimum Qualifications Degree or Associate's Degree preferred or equivalent relevant experience. 5-8 years of customer service experience or related public relations experience. Other Job Specific Skills * Strong customer focused approach. * Responsive and adaptable to new challenges or solutions. * Excellent written and verbal communication skills. * Ability to convey enthusiasm, energy and sincerity over the phone. * Ability to foster a good working relationship and rapport with customers. * Exceptional focus on accuracy and attention to detail. * Strong problem solving and organizational skills. * Ability to remain calm and courteous in periods of stress. * Ability to maintain consistent progress towards set priorities. * Ability to interact effectively with others.US citizenship required?: Yes #CJpost