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Customer Service Rep - 100% Remote ID - 16731

Are you ready for a fully-remote, work from home, professional customer service role?

Are you ready to level up your skills?

Are you ready to work for an employee-focused company that makes a difference in customer's lives?

If you answered "yes" to these questions, the IonTuition Customer Service Associate may be for you!

*This is a 100% remote position. Candidates must have access to reliable internet connection.

Multiple shifts available
Multiple locations: This position will be based remotely in one of the states listed: FL, IL, IN, MO, SC, VA

Join IonTuition’s Customer Service team and help make a difference for students and alumni. The Customer Service Associate is responsible for providing best-in-class customer service to IonTuition’s various lines of business including but not limited to Student Enrollment Management, Alumni Placement Verification Services, and Student Loan Counseling. The Associate handles inbound and outbound customer calls. Most of the calls will be outbound to students of the company's clients. In addition, they provide clear verbal and written communications appropriately to assist customers with repayment of their educational obligations.

What are the Primary Duties and Responsibilities?

  • Be highly productive and meet outbound and inbound telephone call productivity needs
  • Ability to use telephones, email, chat and text communication with customers
  • Provide timely and professional response to all written communication
  • Properly utilize CRM system for technical inquiries with follow-up for customer resolution
  • Follow policies and procedures regarding escalations
  • Update records with current demographic and contact information and accurately notate all interactions
  • Comprehend training material on a variety of topics and share new concepts and content
  • Adhere to all federal and state laws governing the industry
  • Adhere to the client Statement of Work standards and company guidelines and policies
  • Attain all Key Performance Indicators (KPIs) and monthly performance goals

What You Need to Be a Successful Customer Service Associate

Why Join Our Team?

IonTuition is an employee-driven organization where honest open communication and feedback is embraced. Our management team consists of individuals who have been promoted within. As an associate, you can also look forward to:

  • Competitive benefits package including medical, dental, vison, and life insurance
  • Advancement opportunities
  • Diverse experience with supporting and working on IonTuition’s various lines of business
  • Work from home (WFH)
  • Company provided equipment

Who We Are

IonTuition was founded in 2011 to initially help college students and alumni best manage their student loan repayment. We have since grown to provide a full suite of Education FinTech services including:

  • Loan Servicing
  • Employer Student Loan Benefits
  • Student Loan Counseling
  • Student Enrollment Management
  • Alumni Placement Verification Services

For more information, visit us at www.iontution.com

Training Schedule:

During the first two weeks of employment, training will be conducted Monday – Friday between the hours of 8 am – 5 pm CST.

Education and Qualifications:

  • High school or equivalent (Required)

At IonTuition, all aspects of employment including the decision to hire, promote, discipline, or discharge, are based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

IonTuition participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Please use the following links to learn more about E-Verify and Immigrant and Employee Rights: https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf

https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf

Job Type: Full-time

Benefits:

  • Medical Benefits through Cigna
  • Dental Benefits through DeltaDental
  • Vision Benefits through DeltaVision
  • Flexible Spending Account
  • Short and Long term disability
  • Life Insurance
  • 401(k)

Experience level:

  • 1 year

Shift:

  • Day shift
  • Evening shift

Weekly day range:

  • Weekends as needed 
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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