Bilingual Customer Service Associate

Role Overview Ready to build real-world experience? As a Customer Service Associate, you’ll support students, faculty, and staff across the country while learning industry leading technology like Amazon Connect and Connect Assistant. Associates work in a dynamic, fast-paced environment and spend their time interfacing with students, faculty, and staff of Higher Education and K-12 institutions. This is a great opportunity to improve your communication, problem solving, and technical skills in a mission-driven environment. A Day in the Life In this role, you will: Support customers via voice and chat using Amazon ConnectDeliver a positive experience through empathy, patience, and clear communicationResolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flowsAccurately document interactions and manage follow-upsHandle multiple tasks in a fast-paced call center environmentCollaborate with teammates and escalate complex issues as neededParticipate in ongoing training and continuous improvementWork assigned shifts, including weekends and holidays Our Training Approach You’ll take part in a structured, fast-paced 3-day training program designed to help you build confidence quickly through hands-on learning and real-world scenarios. This approach suits people who are comfortable picking up new systems and learning by doing. Ongoing coaching and support from experienced team members will continue as you settle into the role. About You You will thrive in this role if you: Communicate clearly and professionallyBring empathy, active listening, and patience to customer conversationsEnjoy helping people and solving problemsLearn new technologies quickly and confidentlyAdapt well to fast paced, changing environmentsFollow structured workflows and proceduresPay close attention to detailWant to develop skills that lead to future opportunities in tech, support, education, or customer experience What Makes This Opportunity  Build on demand skills using Amazon Connect, Connect Assistant, and cloud-based support toolsReceive paid training and ongoing supportGain resume worthy experience in customer experience and tech enabled servicesWork in a mission driven environment supporting students and educatorsStrengthen key early career competencies, including:Professional communicationCustomer service and deescalationTechnical troubleshootingMultitasking and prioritization The Candidate Required Qualifications Bilingual in written and spoken Spanish and English (equivalent to English fluency of CEF C1 level or above)High school diploma or equivalentMust be at least 18 years oldStable employment historyAbility to work full-time (40 hours per week)Quiet, distraction free home workspaceComfortable using browsers such as Chrome, Firefox, or SafariAbility to type at least 25 WPMStrong verbal and written communication skillsProficiency with Microsoft Word and ExcelAbility to learn and use multiple systems, windows, and monitorsStrong attention to detail, critical thinking, and problem-solving skillsProfessional fluency in English (CEF C1 or higher)Must reside in an approved state*Home Internet that meets the following requirements:  30 Mbps download15 Mbps upload100ms ping or less40ms jitter or lessCable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point)WiFi is allowed; wired connection required if WiFi becomes unstable Preferred Qualifications (Not required but great to have!) Previous customer service or contact center experienceFamiliarity with Amazon Connect, Connect Assistant, or similar technologiesSome college courseworkExperience in education or eLearning support  Compensation The hourly rate for this position is $16.00. Encoura uses national market data, internal equity considerations, and budget factors when determining compensation. Some roles may include variable pay. Additional Information This job description outlines primary responsibilities but may not list every duty. Responsibilities may shift based on business needs. Encoura is an equal opportunity/affirmative action employer. We consider all qualified applicants for employment regardless of race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, veteran status, or other protected categories. About Us Encoura’s mission is to empower students and institutions to create meaningful connections so everyone can make the most informed decisions to achieve their goals. Since 1972, the Company has evolved its products and services to better represent the link between students and higher education institutions and to create the highest probability of student success.  Encoura’s expertise now spans enrollment, research, marketing, student success, and advancement and provides an unmatched combination of higher education experience and innovative solutions for colleges and universities. The Company also offers Encourage® — the nation’s largest free college and career planning program used by millions of high school students and educators nationwide.  It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. All applicants must be eligible to work in the U.S.  Encoura endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require reasonable accommodation to complete any part of the application process or are limited in the ability and need an alternative method for applying, please contact the Talent Team.  Applicants from California, please review the CA HR Privacy Notice.  To review our privacy policy, please click this link: https://encoura.org/privacy-policy/