Customer Service Specialist (remote)

Step into a role where your daily conversations directly shape the future of aspiring learners and drive educational success. Partnering with Aquent opens the door to an extraordinary opportunity with a leading educational institution dedicated to fostering student retention and academic achievement. In this pivotal position, you will have a profound and lasting impact on the lives of students by guiding them through their academic and financial journeys, serving as a critical beacon of support, and contributing to the sustained success of a vibrant learning community.

The Opportunity to Empower Student Journeys

We are seeking a highly motivated, student-focused individual who is ready to make a real difference. In this vital role within a frontline advising and retention team, you will serve as the primary point of contact for active, continuing students. This is more than just a job; it is a chance to profoundly impact student retention and success by providing essential guidance on registration, financial accounts, and course planning. To ensure your success, you will receive comprehensive training, including specialized system training and hands-on job shadowing. For outstanding performers, this role offers exciting potential for conversion into permanent, full-time advising positions as they become available, providing a clear path for career growth and advancement within the institution.

Key Responsibilities

• 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 designated platforms.
• Participate in a comprehensive 4-week structured training program and job shadowing to master academic and financial processes.

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.