Customer Service Representative - 100% Remote

About the Role

Abacus is seeking a Customer Service Representative for a remote position serving the Cockeysville, Maryland area. The role begins with approximately 4–6 weeks of paid, in-person training, after which the position becomes fully remote. Equipment is provided.

The Customer Service Representative will assist students and parents with questions about financial aid options, application procedures, eligibility requirements, deadlines, and related inquiries. The role requires clear communication, accurate information handling, and the ability to research questions and resolve customer concerns efficiently.

Key Responsibilities

• Answer incoming calls and respond to customer emails.
• Handle customer inquiries over the phone and through email.
• Research information using available resources to provide accurate responses.
• Manage and resolve customer complaints.
• Provide customers with relevant product and service information.
• Enter new customer information into the system.
• Route calls to the appropriate department or resource.
• Respond to questions from students and parents about financial aid options, application procedures, eligibility criteria, deadlines, and related topics.

Required Qualifications

• Experience using Microsoft Office.
• Ability to work effectively in a fast-paced environment.
• Ability to follow written and verbal instructions.
• Basic math skills, including solving word problems, calculating percentages, and multiplying fractions.
• Strong customer service and communication skills to handle inquiries and provide information effectively.

Location and Work Arrangement

• The position is associated with the Cockeysville, Maryland area.
• Approximately 4–6 weeks of paid, in-person training are required before transitioning to a fully remote arrangement.
• Equipment is provided.

Schedule and Compensation

• Monday through Friday, with an eight-hour shift scheduled between 8:00 a.m. and 8:00 p.m.
• Pay during training: $15.50 per hour.
• Pay after successful completion of training: $16.00 per hour.
• Employees are paid weekly.