Customer Service Specialist

Step into a pivotal role where your expertise will directly shape the academic journeys and financial well-being of countless students. This is your chance to make a tangible difference, empowering individuals to achieve their educational aspirations and contributing to the sustained success of a vibrant learning community. You will play a vital role in influencing student retention and success, providing essential guidance that directly impacts their educational path.

About Our Partner

As a valued partner with Aquent, you will join a leading institution in the higher education sector. This institution is deeply committed to fostering student success and retention, providing comprehensive support services designed to guide students through their academic and financial inquiries, ensuring a smooth and rewarding educational experience. Your work will directly contribute to their mission of empowering students and strengthening the future of education.

The Opportunity

We are seeking highly motivated and student-focused Specialists to join a dynamic frontline Advising & Retention team. In this fast-paced and impactful environment, you will serve as a primary contact for active, continuing students, influencing their success by providing essential guidance on registration, financial accounts, and course planning. You'll receive comprehensive training, including system training and hands-on job shadowing, to ensure you are fully equipped to excel. Outstanding performers in this role will also have exciting potential for conversion into permanent, full-time advising positions as they become available, offering a clear path for career growth and advancement within a supportive and forward-thinking organization.

What You'll Do

• 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 internal platforms.
• Participate in a comprehensive 4-week structured training program and job shadowing to master academic and financial processes.

What You'll Bring

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.