Customer Service Representative I - Trellis Company

Who you are:

You are one who enjoys participating in outbound call campaigns, answers incoming customer calls related to the Department of Education's Free Application for Federal Student Aid (FAFSA), follows communication scripts to answer customer questions, identifies customer issues, and directs callers to the appropriate party if necessary. You can utilize listening and multitasking skills when speaking with customers and communicates in a professional, positive manner.

Who we are:

Trellis Company is a nonprofit 501(c)3 corporation with the dual mission of helping student borrowers repay their education loans and promoting access in higher education. Our strong philanthropic heritage of giving through grants to colleges, universities, and research groups remains focused on improving student outcomes, especially to underserved students, families, and institutions.

As we move into the future, we're drawing on our history, branching into new sectors beyond student loans, and delivering the same level of exceptional care and service that our customers have come to depend on. We remain invested in the success of students and higher education institutions. This combination of stability and vision creates a unique intersection: a startup environment at a company that also has a stable foundation, resulting in an opportunity for the right candidate to help shape our company's future. This is an exciting time to join the Trellis team!

Location:

The position is onsite in Round Rock, Texas.

Status:

This position is a full-time temporary position with Trellis Strategies, this assignment is scheduled for 45 to 90 days of employment.

Essential Duties and Responsibilities:

The position incumbent is expected to perform the following essential duties and responsibilities of the position with reasonable accommodation.

• Participate in high volume outbound and inbound call campaigns based on assigned call lists.
• Adhere to approved call scripts and compliance guidelines.
• Provide consistent high-quality service to customers.
• Responds to customer questions while ensuring the highest standards of customer service.
• Utilizes software, scripts, and tools appropriately.
• Appropriately documents all encounters in clear and concise online logs.
• Employs empathic support to customers.
• All other duties and responsibilities as assigned.

Knowledge, Skills, and Abilities:

• Good customer service skills.
• Excellent verbal and written communication skills.
• Professional phone voice and etiquette.
• Ability to follow instructions and scripts.
• Skilled in active listening.
• Proficient with computers, and good typing skills.
• Strong time management and decision-making skills.
• Knowledge of the FAFSA.
• Knowledge of college financial aid and admissions processes.

Qualifications:

Education
Required:

• High school diploma or equivalent.

Experience

Required:

• Four to six months of customer service experience in a call center environment.

Preferred Experience

• Work in a college financial aid office.
• Work on a college administrative office.

Physical and Mental Demands:

• Occasionally must move about when working inside the office.
• Repetitive motion. Regularly operates a computer, phone, and general office equipment.
• Regularly required to handle, feel, grasp objects and reach across a work area.
• Regularly communicates with other employees and on the phone, virtually, or in person with clients. Regularly converses with internal and external contacts.
• Visual acuity. Regularly must have close visual acuity to view and enter information into computer and software systems, analyze data, develop presentations and reports, and other materials.
• Mental focus. Requires worker to maintain focus and exchange detailed and accurate information through oral and written communication.

Work Environment:

• Work may be conducted remotely or in an office with a small cubicle environment.
• Office work environment is climate controlled with no substantial exposure to adverse environmental conditions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity or sexual orientation. We are also an equal opportunity employer of individuals with disabilities and protected veterans.

Please view Equal Employment Opportunity Posters provided by OFCCP.