Job description
About Education at Work
Education At Work (EAW) enables low and middle-income college students to secure a high-quality postgraduate job through evidence-informed work-based learning programs. EAW aims to equip students with the high-value skills and experiences sought in the professional world by offering meaningful work opportunities.
The Opportunity
For several reasons, customer support is crucial in modern business operations, making it indispensable as an operational area of focus across multiple business sectors, including finance, health care, and IT. This Forbes article argues that “Customer service is not a department. It is a philosophy to be embraced by every employee—from the CEO to the most recently hired.” In addition to building your soft skills and gaining valuable work experience, our work-based learning programs also offer the opportunity to gain technical skills.
Customer support is a rich professional development source, particularly in skills needed in many job sectors. EAW consults industry leaders and researchers to ensure that our skills and experiences support students on their path to a good first job. Here are some of the essential skills you will further develop and be able to demonstrate to future employers from your EAW:
● Effective Communication in a business environment
● Problem-Solving
● Dependability and a Strong Work Ethic
● Adaptability and flexibility
● Teamwork and Collaboration
In collaboration with your college or university, Supervisors at EAW can help you craft a course of study, including technical certifications, that will increase your employability after graduation.
Key Responsibilities
- Handle outbound calls to Discover Card Holders with past due balances
- Update contact information and review scripted disclosures during calls
- Transfer card holders to account specialists for further assistance
Student Benefits
- Competitive pay and up to $5,250 in tuition assistance per academic year based on attendance and tenure
- Fully remote position with locally-based supervisors for in-person support
- Mentorship/Coaching opportunities
- Paid in-person training
Work Requirements/Expectations
- Proactive mindset with the ability to prioritize tasks, seek assistance when needed, and collaborate effectively within a team
- Excellent verbal communication skills, comfortable engaging with customers over the phone, and dedicated to providing exceptional service
- Commitment to working a minimum of 20 hours per week, with the flexibility to increase hours during the school year and up to 29 hours per week during breaks
- Professional demeanor - including punctuality, attendance, and receptiveness to feedback and coaching
- Strong organizational, planning, and time management abilities
- Demonstrate empathy, patience, and a positive attitude in all customer interactions
- Capacity to manage multiple projects
- Attention to detail and commitment to meeting departmental and individual goals, including call metrics and quality standards
- Team player mentality with a focus on collective success
- Availability to schedule work during DFS Core Work Hours
- Monday through Friday: 6:00 am - 8:00 pm MT
- Saturday: 6:00 am - 12:00 pm MT
- Sunday: 7:00 am - 12:00 pm MT (last Sunday of the month only)
Technical Requirements
- Maintain PCI Compliant workspace in order to protect sensitive data, including a quiet workspace so you can focus on your customer.
- Must have a minimum of 100 MBPS download/10 MBPS upload speed from your internet provider. A wired connection is required.
$12 - $12 an hour
Non-Exempt
Please note: EAW is NOT considered an On-Campus Employer and cannot accept CPT/OPT sponsorships.
THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES. TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED. ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION, AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.
