Customer Support Manager

Job not on LinkedIn

🔥 7 hours ago

🏛️ District of Columbia, Tennessee, +2 more states – Remote

🏛️ District of Columbia – Remote 🎸 Tennessee – Remote ⚔️ Virginia – Remote 🍑 Georgia – Remote

💵 $60k - $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Central Research, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2002

💼 Consulting

🏛️ Government

Consulting • IT Services • Government

Central Research, Inc. (CRI) is a trusted government contractor specializing in IT services, contact center operations, financial recovery solutions, and program support for both government agencies and commercial organizations. With over 20 years of experience, CRI offers a range of services including IT infrastructure management, help desk support, IT security, software development, and records management, all while maintaining high service and security standards. The company is dedicated to optimizing performance, managing costs, and providing qualified personnel to meet the specific needs of its clients.

📋 Description

• Supervise and lead administrative support teams for student loan repayment plans and forgiveness • Ensure positive customer experiences by overseeing review and response to consumer documentation and requests • Verify program eligibility and process student loan forgiveness applications • Deliver quality customer service and meet quality assurance requirements • Resolve customer inquiries accurately while adhering to state and federal regulations • Lead, train, develop, motivate, mentor, and coach supervisors and support staff • Collaborate with the Director of Operations to improve workflows, strategies, application processing, quality, and production • Establish, review, and maintain internal controls and compliance training • Assist with borrower concerns, client requests, operational requests, account adjustments, complaints, disputes, and compliance concerns • Obtain production and compliance goals • Audit processes, procedures, and documents to identify performance improvement opportunities and trends • Create, monitor, and review production and metric reports • Coordinate with workforce management to align staffing levels with performance metrics • Report compliance issues to leadership • Participate in continuing education regarding changes in federal and state laws and regulations

🎯 Requirements

• High School Diploma/GED • 3 years of experience in administrative customer service leadership role directing and managing teams • 3 years of experience working on the Department of Education student loan servicing contract • US Citizenship is required per the contract • Must be able to obtain and maintain a 5C Suitability clearance • Bachelor's Degree preferred • Knowledge and understanding of the Telephone Consumer Protection Act and Consumer Financial Protection Bureau and related regulations • Knowledge of state and federal laws and regulations • Proficient knowledge of Microsoft Office applications • Ability to read, write and speak fluent English • Excellent presentation and facilitation skills • Ability to adjust quickly to changing business needs

🏖️ Benefits

• Equal Opportunity Employer, including veterans and individuals with disabilities

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