Customer Service Associate – Temporary

This is a fully remote position, open to applicants in Alabama, +21 more states.

📋 Description

• Manage a significant volume of incoming phone calls within a dynamic call center setting.

• Address customer concerns utilizing AWS tools, particularly Amazon Connect and Connect Assistant, adhering to established call procedures.

• Assist students, faculty, and staff from Higher Education and K-12 institutions.

• Provide exceptional customer service through empathy, patience, and effective communication.

• Accurately document interactions and handle follow-up actions.

• Work collaboratively with team members and escalate complex issues when necessary.

• Be available for assigned shifts, including weekends and holidays.

• Engage in ongoing training and continuous improvement initiatives.

• Assist customers via both voice and chat platforms using Amazon Connect.

• Complete a rigorous, 3-day training program and receive continuous coaching.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Must be at least 18 years of age.

• Availability on Mondays is required.

• Capability to maintain a full-time schedule of 40 hours per week.

• Willingness to accept a temporary assignment usually lasting between 8–12 weeks, which may be extended or reduced to a minimum of 4 weeks.

• A quiet and distraction-free home workspace is essential.

• Proficient in using web browsers such as Chrome, Firefox, or Safari.

• Ability to learn and operate multiple systems, windows, and monitors.

• Professional fluency in English (CERF C1 or higher) is required.

• Must reside in an approved state.

• Home internet connection with at least 30 Mbps download, 15 Mbps upload, and 100ms ping or lower.

• Only cable, fiber, or DSL internet is acceptable; no mobile broadband, hotspot, satellite, or point-to-point connections.

• WiFi is allowed, but a wired connection is mandatory if WiFi stability issues arise.

• Successful completion of CLEAR™ identity verification is required during the pre-employment screening process.

• Must be able to enroll in and utilize MFA via Okta with Microsoft Authenticator.

• All applicants must be eligible to work in the U.S.

🏝️ Benefits

• Paid training provided.

• Continuous coaching and support available.

• Opportunity to develop in-demand skills using Amazon Connect and cloud-based support tools.

• Gain practical experience in customer experience and tech-enabled services.

• Work in a mission-driven environment dedicated to serving students and educators.

• Encoura adheres to applicable laws regarding specific forms of paid time off.

• Flexible duration of temporary assignments, based on business requirements.