Customer Service Representative

ASM Research, An Accenture Federal Services Company • Madison, WI • 6d ago

Responsible for routine/basic inbound call, outbound call, email, and web chat services, as well as back-office services. Performs services focused on customer satisfaction and adherence to established Service Level Agreements (SLAs). Completes daily routine tasks and responsibilities to support the Customer Service department or programs.

Supports customer to submit and process origination and disbursement transactions or creates and submits on behalf of customer.

Assists customer with award origination and disbursement processing and identifying and resolving processing issues.

Supports inbound calling, outbound calling, email, web chat and outreach to customer to assist in resolving batch edits and errors, missing documents and signature pages, fixing data.

Provides monitoring support and outreach for batch processing issues and errors, edit code rejects, issue follow up and resolution as requested.

Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer. Each phone communication will require a manual process to link the call to the open case. All cases shall be logged in a web-based agent desktop application.

Performs manual linking and unlinking of award records and promissory/agreement to serve notes.

Performs analysis of COD borrower data integrity situations identified by Customer.

Provides support to Customer to research and confirm COD processing status of data such as promissory notes, batch status, entrance counseling, exit counseling, borrower, grant recipient, borrower-servicer information, etc.

Support Services shall be executed in compliance with processing and program guidelines published by Customer.

Minimum Qualifications

High School Diploma or GED

0-2 years of Call center experience. 0-2 years of customer service or public relations experience.

Other Job Specific Skills

Ability to successfully adapt and perform during times of high call volume.

Ability to provide effective customer service and deal tactfully and courteously with the public.

Strong written and verbal communication skills.

Strong listening ability to interpret and clarify information being provided by customers.

Strong commitment to providing quality service.

Ability to foster a good working relationship and rapport with customers.

Keen attention to detail and accuracy.

Ability to work well under pressure.

Unwavering dedication to customer satisfaction and resolving customer concerns.

Ability to convey enthusiasm, energy and sincerity over the phone

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$26.00 - $26.00

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Similar Jobs

ADFS RACF Access Management Analyst

COOLSOFT • Madison, WI • 17h ago

Management & Administrative

ADFS RACF Access Management Analyst (Jobs in Madison, WI) Requirement id 154501 Job title Analyst Job location in Madison, WI Skills required ADFS, RACF, Security Administration, Access Management Open Date 31-Jul-2025 C...

17h ago

Go to Apply

Account Manager

AAA ENVIRONMENTAL INDUSTRIES INC • Waunakee, WI • 20h ago

Management & Administrative

JOB REQUIREMENTS: The Account Manager will promote, sell, increase and preserve GFL Environmental, Inc. solid waste services to businesses and industrial establishments in assigned territory by identifying new market are...

20h ago

Go to Apply

Field Marketing Manager

Humana • Madison, WI • 20h ago

Management & Administrative

Become a part of our caring community and help us put health first The Field Marketing Manager is responsible for leading and managing a high-performing team focused on driving community engagement, supporting agent succ...

20h ago

Go to Apply

HVAC Inside Sales/Customer Service

CARNES COMPANY • Verona, WI • 22h ago

Management & Administrative

JOB REQUIREMENTS: Provide technical support Troubleshooting \ Pricing and problem solving to customers and internal departments \ Performing take offs Submitting pricing to customers Supplying submittals and performance...

22h ago

Go to Apply

Police Officer

Veterans Affairs, Veterans Health Administration • Madison, WI • 23h ago

Management & Administrative

Summary This position will serve as a Police Officer at the William S. Middleton Memorial Veterans Hospital in Madison, WI. The Police Officer will perform a full range of police duties by following and executing rules,...

23h ago

Go to Apply

Territory Sales Manager

EBSCO Information Services • Madison, WI • 1d ago

Management & Administrative

EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end...

1d ago

Go to Apply

Account Consultant Sr - Remote

Prime Therapeutics • Madison, WI • 1d ago

Management & Administrative

Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make. Job Posting Title Account Consultant Sr - Re...

1d ago

Go to Apply

Manager IT - Infrastructure Operations

ALLIANT ENERGY CORPORATE SERVICES • Madison, WI • 1d ago

Management & Administrative

JOB REQUIREMENTS: Bring YOUR energy to Alliant Energy! At Alliant Energy, our purpose is to serve customers and build stronger communities. We are passionate about powering beyond the market challenges of today, while po...

1d ago

Go to Apply

Product Marketing Manager

Meta • Madison, WI • 1d ago

Management & Administrative

Summary: Meta is seeking an experienced Product Marketing Manager to join our team. As a Product Marketing Manager at Meta, you will help grow products used by billions of people and businesses all over the world across...

1d ago

Go to Apply

Product Marketing Manager

Meta • Madison, WI • 1d ago

Management & Administrative

1d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.