Customer Service Specialist (remote)

Partnering with Aquent opens the door to an extraordinary opportunity with a leading educational institution dedicated to fostering student success and retention. In this pivotal role, you will have a profound and lasting impact on the lives of students by guiding them through their academic and financial journeys, directly shaping their educational aspirations and contributing to the sustained success of a vibrant learning community.

The Opportunity to Empower Student Journeys

Are you a highly motivated and student-focused individual ready to make a real difference? Step into a vital role within a frontline advising and retention team, where you will be the primary contact for active, continuing students. This is more than just a position; it's a chance to profoundly impact student retention and success by providing essential guidance on registration, financial accounts, and course planning. You'll receive comprehensive training, including specialized system training and hands-on job shadowing, ensuring you are fully equipped to excel. 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.

About Aquent

Aquent connects the best professional, IT, engineering, financial, and administrative talent with the world's biggest brands. Our eligible talent gets access to benefits such as health benefit contributions, retirement plans with match, and flexible spending accounts.

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.