Customer Service Representative

DescriptionAs a Customer Service Representative, you are the first line of communication for our customers on the phone, through chat, or email. Whether answering simple questions or solving complex problems by providing education and resolution. The key to your success is treating each customer Fair and Friendly with Dignity and Respect. You will have round-the-clock support from senior agents and supervisors who are just a phone call or chat message away when you need assistance. Our goal is to make the student loan experience easy for busy students and graduates!

Pay Ranges are based on contract placement, which is dependent upon experience, contract specific requirements and qualifications:Base Rate including Health & Welfare $18.76 - $21.61 per hourHealth & Welfare is an additional rate per hour for benefits such as Medical, Dental, Vision and (HSA) Health Savings Account. If you don't need benefits, the additional hourly rate for all actively worked hours is yours to add to your paycheckBenefit Eligibility: After 60 days of employmentIn addition to Medical, Dental, Vision, HSA: we offer Voluntary Life and AD&D, Short Term Disability, Long Term Disability, Critical Illness, Accident Insurance and (no co-pay) Teledoc ServiceWe promote a healthy work-life balance, including a flexible mental health day for self-care401(k) Eligibility: After 90 days of employment

Paid Time/Unpaid Time Off Program:11 Paid HolidaysPaid Sick Time: Starts to accrue first dayUnpaid Time Off: Starts to accrue first day and can be used until 1st year of employment has been achievedPaid Vacation Time: Starts to accrue after first year of employment

Qualifications and Requirements:High School DiplomaAbility to obtain Federal Security ClearanceAbility to work 40 hours a weekYou must reside within 50 miles of ACSI Headquarters: 304 Northcreek Blvd. Goodlettsville, TN 37072Ability to work with all members of the ACSI team in a fair and friendly manner and to treat each team member with dignity and respect (FFDR)

Mandatory Training: (Onsite)Must have the ability to travel to the ACSI Headquarters each day for training (Monday-Friday)Agent will have the ability to work remote once federal clearance is obtained and agent has moved to production.

Remote Requirements: (once in production)High speed internet connection with the ability to connect to your client assigned system utilizing a connection via ethernet cableThe Federal Communications Commission (FCC) set the standard for broadband internet at 25 Mbps for download speeds, and 3 Mbps for upload. To be considered “high speed” your download speed should be higher than the 25 Mbps standard, ranging anywhere from 100 to 1,000 MbpsHome office with ZERO background noise and ZERO distractionsIt should be noted that in the event there are attendance issues or compliance issues remote work may be suspended and work within the office may be required

Knowledge and Skills:Ability to follow all rules, guidelines, policies, and procedures in all situationsStrong interpersonal and communication skillsHigh integrity and professionalism in all situations to maintain a customer service demeanorAbility to de-escalate high stress callsSelf-managed and focused to maintain high levels of productivity in a work from home environment

WORK SCHEDULE:This position requires flexibility to work evenings, based on our business needs. During peak seasons throughout the year hours of operation are extended so that we can serve all the customers who need our help.

Hours of Operation (EST)Monday: 8:00 am - 9:00 pmTuesday – Wednesday: 8:00 am – 8:00 pmThursday – Friday: 8:00 am - 6:00 pmSaturday – Sunday: Closed

Peak Hours of Operation (EST)May vary

PEAK PERIODSJanuary – March July – AugustOctoberSummary

Automated Collection Services, Inc (ACSI) is located at 304 Northcreek Blvd Goodlettsville, Tennessee, 37072 – right outside of Nashville. ACSI is licensed nationally and operates from its newly remodeled corporate headquarters.ACSI's Mission is to provide continuous improvement for the benefit of our clients, employees, and the company and we will treat everyone in a fair and friendly manner with dignity and respect.

Voted The Tennessean’s Top Work Places 2014 – 2023A+ BBB ratingBBB Torch Award Winner for Ethics in 2022

ACSI has been in business for 35+ years servicing 3rd party industries including Government, Healthcare, Financial services, and more. We also operate as a 1st party Sub-Contractor for established servicing companies with the Department of Education.

Automated Collection Services, Inc is an Equal Opportunity and Affirmative Action Employer of Minorities / Females / Veterans / Disabled Individuals / other members of protected categories. In order to provide equal employment and advancement opportunities to all individuals, qualified applicants will receive consideration for employment without regard to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, veteran status, or any other characteristic or status protected by law.