Job Description

The Customer Service Specialist I supports customer-facing and back-office operations that deliver accurate, timely, and courteous service in accordance with established Service Level Agreements (SLAs). This role performs routine inbound and outbound call support, email, web chat, paper processing, and case logging to help customers complete required actions and resolve issues.

The position focuses on supporting origination and disbursement transactions, researching customer records, resolving batch edits and data issues, and documenting each customer interaction in the required web-based systems. The specialist works in a structured, high-volume environment where consistency, attention to detail, professionalism, and customer satisfaction are critical.

Key Responsibilities

• Perform routine inbound and outbound call, email, web chat, and back-office services in accordance with program guidelines and SLAs.
• Support customers in submitting and processing origination and disbursement transactions, or create and submit transactions on behalf of customers.
• Assist customers with award origination and disbursement processing, including identifying and resolving related processing issues.
• Conduct outreach to customers to resolve batch edits and errors, missing documents and signature pages, and data corrections.
• Provide monitoring support and outreach for batch processing issues, edit code rejects, follow-up items, and other issues as requested.
• Log new cases and update existing cases for each phone, email, or web chat communication using a web-based agent desktop application.
• Manually link and unlink award records and promissory or agreement-to-serve notes in accordance with established procedures.
• Analyze borrower data integrity situations identified by the customer and support resolution of data discrepancies.
• Research and confirm processing status of data such as promissory notes, batch status, entrance and exit counseling, borrower records, grant recipient records, and borrower-servicer information.
• Execute all support services in compliance with published processing requirements, program guidelines, and internal quality expectations.

Required Qualifications

• High School Diploma or GED.
• 0–2 years of call center experience, customer service or public relations experience.
• Ability to successfully adapt and perform during times of high call volume.
• Ability to provide effective customer service and interact tactfully and courteously with the public.
• Strong written and verbal communication skills.
• Strong listening skills with the ability to interpret and clarify information provided by customers.
• Keen attention to detail and accuracy in documentation and transaction processing.
• Ability to work well under pressure while maintaining professionalism and service quality.
• Demonstrated dedication to customer satisfaction and resolving customer concerns.
• Ability to convey enthusiasm, energy, and sincerity over the phone.
• Ability to obtain and maintain a Public Trust clearance and investigation.
• Ability to work onsite at the specified San Antonio, TX location and reside within 90 miles.
• Availability to work Monday–Friday, 8:00 a.m. to 5:00 p.m. CST, with overtime as needed to clear calls from the queue.

Preferred Qualifications

• Prior experience in a high-volume contact center supporting phone, email, chat, and paper-based customer interactions.
• Experience using web-based agent desktop or case management tools to document and track customer contacts.
• Experience supporting transaction-based processing environments with batch edits, error resolution, and data correction activities.
• Exposure to working in a regulated or compliance-driven customer service environment.
• Demonstrated ability to build rapport quickly and maintain a calm, professional, and service-oriented approach with customers.

Job Specific Skills

• Inbound and outbound customer contact handling
• Service Level Agreement (SLA) adherence
• Case logging and documentation in web-based tools
• Transaction and disbursement support
• Batch edit and exception resolution
• Data integrity review and issue research
• Web chat and email customer support
• High-volume call handling and queue management
• Customer communication and active listening
• Relationship building and customer rapport

Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.