Customer Service Specialist

As a valued partner with Aquent, you have the extraordinary opportunity to step into a pivotal role with a leading institution in the higher education sector. This is your chance to directly shape the academic journeys and financial well-being of countless students, making a tangible difference by empowering individuals to achieve their educational aspirations and contributing to the sustained success of a vibrant learning community. Your expertise and passion for student support will have a profound and lasting impact on the lives of students and the overall success of the institution.

About the Institution

Join a prominent institution dedicated to fostering student success and retention. This organization provides comprehensive support services designed to guide students through their academic and financial inquiries, ensuring a smooth and rewarding educational experience. They are committed to creating an environment where every student can thrive and achieve their full potential, contributing to a vibrant and supportive learning community.

About the Opportunity

Are you a highly motivated and student-focused individual ready to make a real difference? Step into a vital role within a frontline Advising and Retention team, where you will be the primary contact for active, continuing students. This is more than just a position; it's a chance to profoundly impact student retention and success by providing essential guidance on registration, financial accounts, and course planning. You'll receive comprehensive training, including specialized system training and hands-on job shadowing, ensuring you are fully equipped to excel. For outstanding performers, this role offers exciting potential for conversion into permanent, full-time advising positions as they become available, providing a clear path for career growth and advancement within the institution.

Key Responsibilities

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

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.

About Skill:

Skill connects the best professional, IT, engineering, financial and administrative talent with the world's biggest brands. Our eligible talent get access to benefits such as health benefit contributions, retirement plans with match and flexible spending accounts.

Skill is an equal-opportunity employer. We evaluate qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.