Customer Support Specialist

About The Company Central Research, Inc. (CRI) is a leading provider of specialized support services, dedicated to serving federal agencies and institutions. With a focus on excellence and compliance, CRI partners with government entities to deliver efficient and reliable solutions across various sectors. The company prides itself on fostering a professional work environment that emphasizes integrity, innovation, and customer satisfaction. CRI’s commitment to quality service and operational excellence has established it as a trusted partner in the federal contracting space, particularly in the area of student loan servicing and support.

About The Role CRI is seeking dedicated and detail-oriented Customer Support Specialists to join our team remotely. In this role, you will serve as the primary point of contact for federal student loan borrowers, providing assistance through inbound and outbound communications. As a Customer Support Specialist, you will review customer applications, process account updates, and handle correspondence requests, ensuring compliance with federal and state regulations. This position offers an excellent opportunity for individuals who are customer-focused, capable of working independently in a remote environment, and interested in contributing to a mission-critical service that impacts millions of Americans. The role requires participation in comprehensive training to understand federal regulations, company policies, and customer relationship management tools, ensuring you are well-equipped to deliver exceptional service from day one.

Qualifications

• High School diploma or equivalent required; Bachelor’s degree preferred.
• Minimum 12 months of experience in administrative support or customer service roles.
• At least 12 months of computer experience in a business environment, including proficiency with Microsoft Office Suite (Outlook, Word, Excel, OneNote).
• Ability to obtain and maintain a Public Trust security clearance (Federal 5C), which requires U.S. citizenship, no recent felonies or misdemeanors, and no significant defaulted federal student loans.
• Reside within a 75-mile radius of Hendersonville, TN, or Lowell, AR.
• Excellent communication skills, both written and verbal.
• Strong attention to detail, multitasking ability, and effective time management.
• Reliable high-speed internet connection via a wired Ethernet setup.
• Access to transportation for onboarding and security credential pickup at designated facilities.
• Ability to pass an online customer service assessment test.

Responsibilities

• Review customer applications for various federal student loan programs to ensure completeness and accuracy.
• Process and respond to inquiries, correspondence, and requests related to student loans, updating accounts as necessary.
• Adhere strictly to client requirements, policies, and applicable federal and state regulations.
• Utilize internal and external systems to complete requests, including correspondence, document transmissions, and report generation.
• Serve borrower accounts by processing internal requests via intra-department queues (IDQ) and email communications from other departments and customer service teams.
• Maintain the highest standards of privacy and security to protect customer information and business interests.
• Assist borrowers with program concerns, operational requests, account adjustments, and compliance issues.
• Report any compliance or security concerns to leadership promptly.
• Participate in ongoing training programs to stay current with changes in laws, regulations, and company policies.
• Maintain reliable attendance and punctuality to ensure consistent service delivery.

Benefits

• Competitive hourly wage of $17.20 per hour.
• Additional $5.09 per hour paid in Health and Welfare benefits, covering full medical, dental, and vision premiums for employee-only coverage when working a 40-hour week.
• Remote work environment providing flexibility and work-life balance.
• Paid training program lasting approximately 5-6 weeks, with scheduled hours from 8 am to 5 pm Central Time, Monday through Friday.
• Opportunities for professional development and career growth within the organization.
• Supportive team environment with access to ongoing education and compliance updates.

Equal Opportunity

Central Research, Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, including veterans and individuals with disabilities. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity, age, national origin, or any other protected class.