Customer Service Representative (Remote)

About The Company Central Research, Inc. (CRI) is a mission-driven organization dedicated to assisting individuals in navigating their federal student loan processes with compassion, clarity, and compliance. The company specializes in providing customer-centric support services tailored to meet the needs of student loan borrowers. With a focus on integrity and excellence, CRI strives to deliver high-quality assistance through innovative solutions and a supportive work environment. The organization values diversity, inclusion, and equal opportunity, fostering a workplace where employees can grow professionally while making a meaningful impact on the lives of borrowers nationwide. About The Role The Customer Service Representative (Remote) role at CRI offers an exciting opportunity to be part of a dedicated team committed to helping student loan borrowers. As a key point of contact, you will assist clients with account inquiries, repayment options, and application processes, ensuring they receive accurate and empathetic support. This position is fully remote, requiring candidates to reside within a 75-mile radius of Hendersonville, TN, and possess a reliable internet connection and a quiet workspace. The role involves managing high-volume inbound and outbound calls in a fast-paced environment, adhering to federal regulations and company policies. Successful candidates will demonstrate excellent communication skills, attention to detail, and a passion for helping others, contributing to CRI’s mission of providing exceptional customer service and financial guidance. Qualifications

• U.S. Citizenship
• High School diploma or GED
• Minimum of 6 months customer service experience in a business, non-retail environment, or call center
• At least 6 months of computer experience in a professional setting
• Proficiency in Microsoft Office tools (Word, Excel, Outlook, OneNote)
• Residency within 75 miles of Hendersonville, TN
• Ability to obtain and maintain a Federal Public Trust (5c) security clearance, including a review of financial and background history
• Demonstrated financial responsibility and no recent felony convictions (within the past 7 years)
• Restrictions on misdemeanor convictions within the past 7 years may impact eligibility
• No non-medical collections totaling $7,500 or more
• Preferred: prior call center experience, associate or bachelor’s degree, technical skills, and availability during contact center hours

Responsibilities

• Assist student loan borrowers with account inquiries, repayment options, and application processes via inbound and outbound calls
• Provide accurate, professional, and empathetic customer support while maintaining compliance with federal regulations and company policies
• Ensure data security and confidentiality standards are upheld at all times
• Meet or exceed performance metrics related to call quality, customer satisfaction, and productivity
• Participate in classroom and hands-on training sessions, which are paid and conducted remotely for up to 5-6 weeks
• Maintain a quiet, distraction-free home workspace, free from caregiving responsibilities or interruptions during scheduled work hours
• Adhere to scheduled shifts, including evenings and weekends as assigned, within the contact center hours
• Complete all required pre-employment and ongoing training to stay compliant and effective in the role

Benefits

• Competitive hourly wage of $17.20 per hour
• Additional health and welfare pay of $5.09 per hour (up to 40 hours/week), which can fully cover employee-only medical, dental, and vision premiums
• Work-from-home flexibility with structured support and ongoing training
• Opportunities for professional growth within a mission-driven organization
• Paid classroom and hands-on training to ensure readiness for the role

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. All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, or any other protected status. We encourage qualified candidates to apply and join our team dedicated to making a positive difference in the lives of student loan borrowers.