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Remote Customer Service Representative

Customer Service  •  

Remote

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Want to be part of a great team that services our customers? Do you like working with people and solving problems? Our customer service representatives are our first point of contact with our company and they are the front line providing our customers with the answers that they need. If you like working on a computer and enjoy a fast-paced, service-oriented environment, we have the perfect job for you! Our jobs provide excellent pay, incentives in many roles, as well as career pathing opportunities.

  • Job Type: Full time
  • Level: Entry

Remote

Remote Customer Service Representative

Customer Service

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Job ID 24REQ-05397
Date posted 10/23/2024

ABOUT US:   We provide technology-enabled business processing solutions that simplify complex programs and help millions of people achieve success. Our customer-focused, data-driven services deliver exceptional results for clients in government and healthcare organizations.

The On Demand / On Call - Customer Service Representative (CSR) operates in a dynamic, high volume call center environment and is responsible for providing prompt and accurate information to internal and external customers in a courteous and professional manner.  CSRs are assigned projects based on business needs and vary in duration (days, weeks, months); availability of assignments will also vary. CSRs will participate in training for new projects and initiatives as they arise, ensuring they are up to date on the latest procedures and protocols. CRSs are expected to work during periods of high demand to ensure that customer needs are met efficiently. Flexibility and a proactive approach are essential to succeed in this role.

  • Rate of pay starting at $16.00
  • This is a temporary position with the potential for conversion to a regular/permanent position.

Customer Service:

  • Provide accurate, clear, and concise responses to incoming calls. 
  • Perform processing functions necessary to facilitate first call resolution and reflect the accurate status.                                                                                    
  • Determine a plan of action to facilitate resolution outside of the Call Center. Send necessary requests to other units. Utilize proper escalation procedures.
  • Utilize the ability to navigate through designated system of record.
  • Consistently utilize Knowledge Tools to ensure accurate information is conveyed to callers.

Communication:                                                                                                                                       

  • Communicates in an accurate, clear, and concise manner both in writing and verbally.  The incumbent must be skilled and proficient in verbal communication, context, and the nature of our business to accurately respond to the caller, including novice callers.
  • Communicates by listening to “hear” the customers concern, so that the appropriate response is given.
  • Utilizes established processes to identify, analyze, and escalate unusual or repeat issues.

Account Management:                                                                                                                                       

  • Research based on the information provided by the caller.  Sound judgment must be exercised in both the initial response to the caller and all follow-up that may be required thereafter.
  • Possess excellent verbal communication skills and optimal listening skills.  Able to navigate multiple computer applications quickly and analyze multiple bits of information to arrive at the correct answer.
  • Demonstrate efficient time management skills; can quickly ascertain the specific issue and immediately provide the caller with a comprehensive solution to the issue.

Identify trends in call volume:

  • Utilize outlined processes to identify, analyze and escalate unusual or repeat issues received while responding to escalated incoming calls.  Report these issues timely and accurately, assessing and identifying potential impacts to Navient and the customers.
  • If any problems or issues arise with the use of the IVR, or other desktop applications, the CSR must quickly escalate these issues to Supervisory and/or Management staff.

Training

  • Attend training as necessary.                                                                                 
  • Keep all training documents organized and keep abreast of new information.    

REQUIREMENTS:

  • High School Diploma.
  • Must be a resident of either Indiana, Ohio, Kansas, Alabama, Kentucky, Mississippi, Nebraska, Oklahoma, Texas or Tennessee
  • All work must be performed in the United States for this remote role.
  • One year of Customer Service experience
  • All work must be performed in the US.
  • Ability to work flexible hours including weekends, evenings, and holidays as needed.  
  • Proficiency in using computer systems and software.
  • Ability to pass Federal Clearance
  • High speed internet access (Minimum 10 MBPS upload speed and 100 MBPS download speed)
  • You must use a provided ethernet cord and be hard wired into your server from the router/modem.   You will not be able to use Wi-Fi or a hot spot.
  • Must have a cell phone/mobile device that can run the most recent operating system, downloading apps, and receiving cellular/wi-fi service to use downloaded apps.
  • Must be able to download an app on a Smartphone or tablet.
  • Private workspace or home office free of distractions and outside noise.

PREFERRED REQUIREMENTS:

  • Demonstrates excellent written and verbal communication skills.
  • Strong analytical skills
  • Maintains an in-depth understanding of the assigned project.
  • Possesses excellent PC and internet navigation skills.
  • Demonstrates efficient time management skills.
  • Demonstrates effective decision-making skills.
  • May require a U.S.A. security clearance, or the ability to obtain one. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government and other state and local agencies security investigations.

Offers of employment are contingent upon a pre-employment background check including a drug test.

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Success Profile

What makes a successful Call Center Operator at Navient? Check out the top traits we’re looking for and see if you have the right mix.

  • Problem Solver
  • Positive
  • Enthusiastic
  • Understanding
  • Productive
  • Self-Starter

Benefits

Our commitment to colleagues begins with better care. Learn about our comprehensive and flexible benefits that take a holistic approach to your health and livelihood.

  • Tuition Reimbursement

    Continue or start your education by having Navient reimburse you for courses taken in pursuit of your job related degree or job related courses

  • Medical Plans

    Three robust medical plans with 100% coverage for preventive care (including annual physicals, child wellness visits, immunizations, and more)

  • 401(k) Retirement Plan

    Navient will match up to 5% of your eligible compensation after six months of employment

  • Paid Time Off

    Enjoy a generous PTO benefit of up to 15 days your first year!

  • Employee Stock Purchase Plan

    Save from 1-25% of your salary (max $7,500) and be able to buy discounted stock

  • Employee Assistance Program

    Designed for you and your loved ones to assist in dealing with personal challenges

For 15+ years, I have felt my impact when a customer expresses their gratitude. I find the culture at Navient to be diverse, and it’s encouraging to have growth opportunities and work-life balance. Being part of a workplace that’s team oriented — with customer experience as the focal point—is something to be valued, especially in a field where service can make such a difference.

Shawnda BrodnexCall Center Operations

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