Role Description Central Research, Inc. (CRI) is hiring Customer Support Specialists to perform contact center support for our federal contract servicing federal student loans. Customer Support Specialists earn $17.20 per hour. In addition, the employee will earn $5.09 per hour paid (capped at 40 hours per week) in Health and Welfare. If the employee works a 40-hour week, this Health and Welfare will cover the full cost of employee-only medical, dental, and vision premiums. These positions are currently remote (work from home). To qualify, applicants must live within a 75-mile radius of a Central Research deployment facility in Lowell, AR or Hendersonville, TN. The reason for this is the employee is expected to: - Pick up their equipment and PIV card/credentials. - Come into the facility whenever the equipment must be repaired or replaced. - Return their equipment to the facility at the end of their employment. New hires will be trained to understand federal regulations and company policies and the use of customer relationship tools to offer personalized interaction to meet the unique needs of each customer inquiry. Employees must be fully available to successfully complete a remote paid training curriculum, which can extend up to 5-6 weeks. The hours of training are 8am - 5pm (Central Time), Monday – Friday. After training has been completed, new hires will be assigned a 40-hour scheduled shift during operational hours. Applicants should understand that by submitting their application, they agree to be available for an assigned shift during any of the times below, or at the discretion of CRI, and that the employee may not be able to select their preferred schedule. Contact Center hours of operation: - Monday through Friday: 7am – 4pm Central Time - Monday through Friday: 8am – 5pm Central Time Essential Duties & Responsibilities - Review customer applications for various student loan programs for completion and accuracy. - Handle processing, reporting, and correspondence requests regarding student loans and perform appropriate account updates/changes. - Adhere to applicable client requirements, policies, and Federal and State regulations. - Complete tasks in a highly productive data entry/processing environment while meeting quality assurance and key performance and department procedure expectations. - Utilize internal and external systems to complete requests received from sources including but not limited to correspondence/documents, internal reports, and file transmissions received from education servicing institutions and credit reporting agencies. - Properly service borrower accounts through the processing and completion of internal requests via IDQ (intra-department queues) and e-mail requests from internal departments and Customer Service Representatives. - Ensure the highest levels of privacy and security to protect our customers and business partners while providing exceptional customer service. - Assist with borrower program concerns, client requests, operational requests, account adjustment needs, or other compliance concerns. - Report any compliance issues to leadership. - Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations. - Demonstrate reliability through attendance and promptness. Qualifications - High School diploma required. - 12 months experience in administrative support. - 12 months computer experience in a business environment. - Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C). Requirements - Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due). - Must be a US Citizen. - Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance. - Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance. - Qualified applicants must reside within a 75-mile radius of Hendersonville, TN or Lowell, AR. - Current CRI employees or employees of subcontractors are not eligible to apply. Preferred Education and Experience - Bachelor's degree. - 12 months of experience working on a student loan contract. - 12 months of experience working in a Call Center. - 12 months of experience with Microsoft Office (Outlook, Word, Excel, and OneNote). - Experience reviewing contracts and application documents for completion and accuracy. Knowledge, Skills & Abilities - Work independently in a remote environment. - Excellent communication skills, both written and verbal. - Outstanding attendance and punctuality. - Detail-oriented and capable of multitasking with excellent time management. - Ability to work effectively both independently and as part of a team. - Proficiency in using customer support software and Microsoft Office Suite. - Strong computer skills (basic troubleshooting, fast and accurate typing, and using web browsers). - Reliable high-speed internet via a hard-wired ethernet connection. - Access to reliable transportation throughout the tenure of your employment to our location in Hendersonville, TN or Lowell, AR to complete the onboarding and security processes, in case of internet or power failure, or additional professional situations not listed. - Ability to adjust quickly to changing business needs. - To qualify, an applicant must pass an online customer service assessment test. - Must possess reliable high-speed internet using a hard-wired ethernet connection. - Must possess reliable transportation to the CRI facility in Hendersonville, TN or Lowell, AR throughout the course of employment. Equal Opportunity Employer Equal Opportunity Employer, including veterans and individuals with disabilities. Know Your Rights Poster can be found here . NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company. We are currently unable to consider applicants residing in California, New York, Oregon, Washington, Illinois, and the city of Philadelphia. Thank you for your understanding.

• Rapidly and effectively resolve client issues: Handle problems sent to you by retail and corporate clients through our CRM system. • Advise clients: Provide expert advice on bookings and our products. • Communicate: Engage with suppliers, hotels, and clients via email and phone. • Work with systems: Utilize CRM systems and our internal databases efficiently.

• Be the point of contact for recipient questions through email and (rarely) phone • Become a product expert and function as a first-level problem solver • Use internal tools, macros, and help articles to resolve issues efficiently, and escalate issues when necessary • Understand and gather recipient feedback trends to help our product team prioritize future projects • Collaborate with your team to ensure we meet our SLAs and improve the efficiency of our processes • Be friendly, compassionate, and solution-oriented with both recipients and the Tremendous team

Role Description The Customer Service Representative handles customer inquiries and complaints with the highest degree of courtesy and professionalism to resolve outstanding issues. This position provides alternative solutions where appropriate for sales orders, returns and/or repairs with the objective of retaining customer business. Customer Service Representatives demonstrate continuity by ensuring all platforms and systems are updated as required that provides data for further analyzing. This position utilizes critical thinking skills, as well as decision-making skills for prompt resolution that has a positive ending result for the customer and the company. Duties and Responsibilities - Responsible for providing real-time information regarding sales orders, repairs, and returns to the customer. - Provide "One Call" resolution to customers who have additional needs regarding their order, replacement, or accessories. - Continually maintain working knowledge of all company products, services, and promotions and proactively seek out further training and knowledge base if needed. - Ensuring a proactive approach is taken in corresponding with customers regarding any order they may have. - May be required to work in one or multiple queues/skill sets over various customer contact channels, including email, chat, and phone, depending on the customer needs. - Illustrate critical thinking by ensuring all resources that have been provided are utilized and updated in real-time prior to escalating any customer to a higher level. - Prioritize customer orders by ensuring all Key Performance Indicators are met by continuing to request necessary information required for customer satisfaction, up to escalation, if needed. - Continuously demonstrate willingness to assist in all aspects of our customer life cycle upon completion of training. - All other duties, as assigned. Qualifications - High School Diploma or equivalent. - Proficient experience operating a computer in several different platforms. - Excellent oral, written, and leadership skills. - Time management & organizational skills are essential. - Maintain confidentiality as required. - Must have a designated work area that is noise and distraction-free (Photos will be required for verification of this requirement). - Must provide your own internet with a minimum of 50 MBPS. - Must have a minimum of 2 years Customer Service Call Center experience. Preferred Qualifications - Firearms experience. - PSA Manufacturing experience. Working Conditions While performing the duties of this position, the employee is subject to a typical office environment, including heavy PC and phone usage. Work is performed in an open office environment. The noise level in the work environment is usually moderate. Specific job assignments may require day, evening, weekend, or holiday hours. Overtime may be required based on workload. Additional training may be required based on business needs. Physical Requirements - Heavy PC and moderate phone usage. - Sitting for long periods of time. - Occasionally lifts from floor to waist up to 10 pounds, carries up to 10 pounds and walks or stands. Direct Reports N/A Additional Requirements - Must be at least 18 years of age. - Must pass a Customer Service Assessment prior to being scheduled for an interview. Export Control Compliance Notice This position may involve access to technology or software source code subject to U.S. export control laws (ITAR/EAR). Employment is contingent on verifying U.S. Person status or obtaining any necessary export license/confirming the availability of a license exception. Applicants must provide information for export control screening, which will be reviewed for compliance. Palmetto State Armory may elect not to pursue a license or exception and may decline to proceed with an applicant on that basis.