Customer Service Representative – Bilingual English/Spanish

Role Overview

• Handle inbound customer contacts via phone, chat, email, and other channels, often managing multiple conversations simultaneously.
• Use interaction flows, job aids, reference materials, and program training to research issues, troubleshoot, and resolve inquiries accurately and efficiently.
• Provide clear verbal and written guidance on program details, schedules, and navigation of eLearning platforms.
• Apply empathy, active listening, and professional service techniques to defuse challenging situations and reduce escalations.
• Place outbound calls and respond promptly to messages to address questions, complete registrations, or resolve account issues.
• Promote self-service tools and digital resources to enhance customer experience.
• Accurately enter, update, and access customer information across multiple business systems and learning management systems.
• Document all customer interactions clearly, concisely, and in alignment with internal quality standards.
• Process routine transactions, including live credit card payments, ensuring full compliance with PII and PCI security requirements.
• Provide LMS support, including resolving access codes, password resets, account lockouts, and processing certificate reprint requests.
• Promptly process returned mail and update accounts to maintain accurate customer information and reduce operational costs.
• Identify and escalate recurring or widespread customer concerns to management for timely resolution.
• Collaborate to create, revise, and maintain team resource materials and job aids.
• Complete assigned projects or additional tasks that support operational efficiency and improve customer experience.
• Perform other related duties as needed to support business and team objectives.

Requirements

• High school diploma or equivalent (GED) required.
• 1–2 years of customer service experience in a contact center, service‑oriented environment, or similar role involving direct customer interaction.
• Experience using multiple computer systems, web‑based applications, or learning management systems (LMS) preferred.
• Experience handling phone, chat, and email communications in a fast‑paced environment preferred.
• Prior experience processing secure transactions or working with sensitive data (PII/PCI) is a plus.
• Strong verbal and written communication skills, with the ability to explain information clearly and professionally across multiple channels.
• Active listening and empathy skills to understand customer needs and deliver a positive experience.
• Effective problem‑solving and critical‑thinking abilities, including the capacity to analyze information, identify solutions, and make sound decisions within defined guidelines.

Benefits

• At least 20 PTO days accrued 1 st year and 11 paid holidays
• Flexible work arrangements
• Comprehensive medical, dental, vision, and life insurance plans
• Flex spending accounts for medical and dependent care
• 403(b) & Roth 403(b) with employer match up to 6%
• Reimbursable training
• Dress for your day