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About hirequest
hirequest is a leading public‑sector partner dedicated to empowering students, families, and educational institutions across California. With a mission to streamline financial aid processes and enhance student success, hirequest operates a high‑volume call center that serves thousands of students and parents each year. Our commitment to transparency, innovation, and community impact drives everything we do—from cutting‑edge technology solutions to compassionate customer service.
Position Overview
We are looking for a motivated Student Assistant to join our Customer Assistance & Processing Unit (CAPU) in a fully remote capacity. In this role, you will be the first point of contact for students, parents, and school financial aid administrators, delivering accurate, prompt, and courteous support. You will work closely with the CAPU Manager and Supervising Program Technician II to process applications, resolve technical issues, and maintain customer records—all while upholding the highest standards of privacy and compliance.
Key Responsibilities
- Answer inbound calls and respond to emails from students, parents, and school administrators, providing clear guidance on financial aid policies, application status, and program requirements.
- Access and update electronic records swiftly and accurately, ensuring data integrity across hirequest’s integrated systems.
- Document all customer interactions in the CRM, including detailed notes on inquiries, actions taken, and follow‑up steps.
- Process supplemental program forms—often complex and sensitive—while adhering to the Information Practices Act and Public Records Act.
- Offer technical assistance for WebGrants4Students, troubleshooting browser/display issues and escalating unresolved errors to the technical team.
- Handle sensitive or distressed calls with professionalism, empathy, and discretion, escalating to supervisors when necessary.
- Collaborate with cross‑functional teams to identify process improvements, contributing ideas that enhance efficiency and customer satisfaction.
- Track and report call metrics, including call volume, resolution time, and customer feedback, to support continuous improvement initiatives.
- Maintain a flexible schedule within the Monday‑Friday window (8 AM–5 PM) and adapt to peak periods during academic breaks.
Essential Qualifications
- Current college student enrolled during the regular term (Fall, Spring, or Winter) at an accredited California institution.
- Minimum of six semester units (undergraduate) or four semester units (graduate) per term.
- Declared major in Accounting, Business Administration, Communications, Finance, Economics, Public Policy, Computer Science, or a related field.
- Proven ability to thrive in a call‑center environment, managing high call volumes while maintaining accuracy.
- Strong organizational skills, patience, and tact when interacting with diverse customers.
- Quick learner of new software and systems, with a solid grasp of basic computer troubleshooting.
- Excellent written and verbal communication skills in English.
- Reliable internet connection and a quiet workspace suitable for remote work.
Preferred Qualifications
- Fluency in Spanish (written and spoken) to better serve our bilingual community.
- Background as a foster care, homeless youth, or formerly incarcerated individual—eligible applicants will receive priority consideration.
- Experience with customer‑service software (e.g., Zendesk, Salesforce) or call‑center metrics.
- Knowledge of financial aid regulations or experience in a related field.
Skills & Competencies
- Customer‑Centric Mindset: Demonstrates empathy, active listening, and a commitment to resolving issues.
- Technical Aptitude: Comfortable navigating multiple applications, troubleshooting errors, and escalating technical problems.
- Data Accuracy: Meticulous attention to detail when entering and verifying information.
- Time Management: Balances multiple tasks, prioritizes effectively, and meets deadlines.
- Collaboration: Works well in a virtual team, shares insights, and supports continuous improvement.
- Adaptability: Adjusts to changing priorities, new policies, and evolving technology.
Career Growth & Learning Opportunities
At hirequest, we believe in nurturing talent. As a Student Assistant, you will:
- Gain hands‑on experience with state‑wide financial aid programs and regulatory compliance.
- Develop proficiency in enterprise software, data analytics, and customer‑service best practices.
- Participate in professional development workshops covering communication, conflict resolution, and technical troubleshooting.
- Build a strong network across hirequest’s departments, opening doors to future roles in program administration, policy analysis, or technology support.
- Receive mentorship from seasoned supervisors who value growth and innovation.
Work Environment & Culture
Working remotely, you’ll enjoy flexibility while staying connected to a vibrant, mission‑driven team. hirequest fosters an inclusive culture that celebrates diversity, encourages open dialogue, and rewards initiative. Our remote workplace policy ensures you have the tools and support needed to thrive from anywhere in California.
Compensation & Benefits
While this is a part‑time, temporary position, hirequest offers competitive hourly rates aligned with industry standards. Additional benefits include:
- Flexible scheduling to accommodate academic commitments.
- Access to hirequest’s learning portal for skill development.
- Opportunity to earn performance bonuses based on call metrics and customer satisfaction.
- Recognition programs celebrating outstanding service and innovation.
How to Apply
Ready to make a difference in student lives? Submit your application by June 30, 2025 through the link below. Be sure to include your educational history and any relevant work experience in the appropriate sections of the application.
Why hirequest?
Joining hirequest means becoming part of a team that transforms the financial aid experience for thousands of students. You’ll work in a supportive, forward‑thinking environment that values your contributions and invests in your professional growth. If you’re passionate about service, eager to learn, and ready to make an impact, we want to hear from you.
Apply now and help us empower the next generation of California students—one call, one email, one interaction at a time.
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