Customer Service Representative – Bilingual English/Spanish

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Manage incoming customer interactions through various channels such as phone, chat, email, and more, often juggling multiple conversations at once.

• Utilize interaction flows, job aids, reference materials, and training programs to effectively research issues, troubleshoot problems, and resolve inquiries with accuracy and efficiency.

• Offer clear verbal and written instructions regarding program details, schedules, and navigation of eLearning platforms.

• Employ empathy, active listening, and professional service techniques to mitigate challenging situations and minimize escalations.

• Make outbound calls and promptly respond to messages to address inquiries, finalize registrations, or resolve account-related issues.

• Advocate for self-service tools and digital resources to improve the customer experience.

• Accurately input, update, and access customer data across various business and learning management systems.

• Document all customer interactions in a clear and concise manner, adhering to internal quality standards.

• Manage routine transactions, including live credit card payments, while ensuring full compliance with PII and PCI security protocols.

• Provide LMS support, which includes resolving access codes, performing password resets, addressing account lockouts, and processing certificate reprint requests.

• Quickly process returned mail and update accounts to keep customer information accurate and reduce operational costs.

• Identify and escalate recurring customer issues to management for prompt resolution.

• Collaborate in the creation, revision, and maintenance of team resource materials and job aids.

• Complete assigned projects or additional tasks aimed at enhancing operational efficiency and improving customer experience.

• Carry out other related duties as necessary to support business and team objectives.

⛳️ Requirements

• High school diploma or equivalent (GED) is required.

• 1–2 years of customer service experience in a contact center, service-oriented environment, or a similar role that involves direct customer interaction.

• Preferred experience with multiple computer systems, web-based applications, or learning management systems (LMS).

• Previous experience managing phone, chat, and email communications in a fast-paced environment is preferred.

• Prior experience in processing secure transactions or working with sensitive data (PII/PCI) is advantageous.

• Strong verbal and written communication skills, with the ability to convey information clearly and professionally across various channels.

• Active listening and empathy skills to understand customer needs and ensure a positive experience.

• Effective problem-solving and critical-thinking skills, including the ability to analyze information, identify solutions, and make sound decisions within established guidelines.

🏝️ Benefits

• At least 20 PTO days accrued in the first year and 11 paid holidays.

• Flexible work arrangements.

• Comprehensive medical, dental, vision, and life insurance plans.

• Flexible spending accounts for medical and dependent care.

• 403(b) & Roth 403(b) with employer match up to 6%.

• Reimbursable training opportunities.

• Dress for your day policy.