Customer Service Specialist

As a valued partner with Aquent, you will step into a pivotal role with our esteemed higher education client, directly shaping 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. Join a dedicated team where your expertise and passion for student support will have a profound and lasting impact.

About Our Client: Our client is a leading institution in the higher education sector, committed to fostering student success and retention. They provide comprehensive support services designed to guide students through their academic and financial inquiries, ensuring a smooth and rewarding educational experience.

About the Opportunity: We are seeking highly motivated and student-focused Specialists to join a frontline Advising & Retention team. In this dynamic and fast-paced environment, you will play a vital role as a primary contact for active, continuing students. This opportunity is more than just a job; it’s a chance to truly impact student retention and 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 the exciting potential for conversion into permanent, full-time advising positions as they become available, offering a clear path for career growth and advancement.

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

Requirements

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

Experience with higher education platforms; Former Academic or Financial Advising experience at higher education institutions.

Benefits

health benefit contributions; retirement plans with match; flexible spending accounts