Customer Service Representative

ASM Research, An Accenture Federal Services Company • Albany, NY • 19h 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

Account Manager

CVS Health • Albany, NY • 41min ago

Management & Administrative

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions compan...

41min ago

Go to Apply

Entry-level TriZetto Technical Product Consultant

Cognizant • Albany, NY • 43min ago

Management & Administrative

Position Overview Cognizant is helping healthcare leaders make the shift-with actionable insights, more automation and efficiency, innovative products and services, and modern infrastructure which drives better outcomes...

43min ago

Go to Apply

Director - Major Account Manager

GLOBALFOUNDRIES U.S.2 LLC • Ballston Spa, NY • 53min ago

Management & Administrative

About GlobalFoundries:GlobalFoundries is a leading full-service semiconductor foundry providing a unique combination of design, development, and fabrication services to some of the world's most inspired technology compan...

53min ago

Go to Apply

Manager Information Technology Services 1 Systems Programming - 9819

New York State Civil Service • Albany, NY • 1h ago

Management & Administrative

NY HELP No Agency Information Technology Services, Office of Title Manager Information Technology Services 1 Systems Programming - 9819 Occupational Category I.T. Engineering, Sciences Salary Grade 27 Bargaining Unit PS&...

1h ago

Go to Apply

Manager Information Technology Services 1 - 9875

New York State Civil Service • Albany, NY • 1h ago

Management & Administrative

NY HELP No Agency Information Technology Services, Office of Title Manager Information Technology Services 1 - 9875 Occupational Category I.T. Engineering, Sciences Salary Grade 27 Bargaining Unit PS&T - Professional...

1h ago

Go to Apply

Sr Program Manager - Hardware Manufacturing

Oracle • Albany, NY • 5h ago

Management & Administrative

Job Description Manage the development and implementation process of a specific company product. Global Process Owner for HW Manufacturing. This role is focused on reviewing and revising our Internal Manufacturing and Ex...

5h ago

Go to Apply

Senior Project Manager/Mechanical Engineer-Hyperscale Data Center

CBRE • Albany, NY • 5h ago

Management & Administrative

Senior Project Manager/Mechanical Engineer-Hyperscale Data Center Job ID 244547 Posted 28-Oct-2025 Service line PJM Segment Role @type Full-time Areas of Interest Construction, Data Centers, Project Management Location(s...

5h ago

Go to Apply

Associate Principal Scientist, Biomarker Operations / Inventory and Data Management

Merck • Albany, NY • 6h ago

Management & Administrative

Job Description We are seeking an Associate Principal Scientist to contribute to a pivotal role in our Inventory and Data Management team in our company Biomarker Operations group within Translational Medicine. The missi...

6h ago

Go to Apply