OSRD Agent

Responsibilities

AP Program Knowledge & Details

Learn & master the following via program-led & self-paced training & Q&A with Program team

o AP program processes, protocols & new system capabilities

o Changes & new aspects to the AP program for the April 2025 deadline

o Internal AP & customer service team processes

Personalized Care to Schools

Manage assigned list of Client for outbound call campaigns & subsequent follow up

Address additional nuanced process & system questions that arise during your work with Client

Follow established program protocols, processes and tools for tracking call activity and outcomes, and capture and elevate specifically notable or valuable insights

Work with other members of the project team to resolve issues or concerns

Escalate to leadership as needed

Training Support

Using knowledge of AP information and systems, support live online Q&A from higher education administrative staff

o Live support, with review of quality and accuracy of answers and build knowledge

o Support follow up campaigns for unanswered questions remaining

Requirements

2-4 years experience

Experience working in a Customer Service and relationship management mindset including:

o Ability to remain positive and patient when communicating with stakeholders

o Exercising judgement in escalating high priority or sensitive interactions

Strong written and verbal communication and time management skills

Experience working in a collaborative team setting

Proficiency in Microsoft Excel

Experience in education and/or school settings a plus