Customer Service Representative

Overview: E-PAGA is seeking a full-time Customer Service Representative (CSR) to join a dynamic team providing high-quality support to students, educational institutions, and government partners. This includes responding to inquiries, updating student records, and processing transcripts in a professional environment.

This position is ideal for candidates with excellent communication skills, strong attention to detail, and a background in customer support or education-related services.

Responsibilities:

• Respond to email inquiries related to course access, student records, and transcript requests
• Answer incoming phone calls and provide assistance or escalate as appropriate
• Reconcile duplicate or incorrect student accounts in a secure database
• Process official transcript requests and prepare materials for mailing using government-provided supplies
• Verify and respond to group transcript verification requests, ensuring compliance with all Personally Identifiable Information (PII) safeguards
• Maintain accurate records of correspondence and update student profiles as needed
• Support reporting by tracking and documenting email volume, call logs, group verification requests, and flagged issues for performance summaries
• Follow standard operating procedures (SOPs) and contribute to their improvement
• Complete required training including OPSEC Awareness, Insider Threat, and handling of sensitive but unclassified information
• Adhere to all relevant federal privacy, records management, and information security requirements

Location: Emmitsburg, MD (onsite)
Salary Range: $43,000-47,000 based on experience
Security Clearance: Public Trust suitability required (must be a U.S. Citizen)

Required Skills and Qualifications:

• High school diploma or equivalent (some college preferred)
• 1+ years of experience in customer service, call center, or records processing
• Excellent written and verbal communication skills
• Strong attention to detail and ability to manage confidential data securely
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Comfortable navigating databases and learning new systems
• Ability to work full-time on-site in Emmitsburg, MD
• U.S. Citizenship and ability to obtain Public Trust clearance
• Professional demeanor and strong interpersonal skills

Preferred:

• Experience in an educational or training environment
• Familiarity with transcript processing or academic records system

E-PAGA offers competitive compensation, excellent benefits, professional development opportunities, and a supportive team culture. E-PAGA is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, or veteran status.

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