Note: The job is a remote job and is open to candidates in USA. Encoura is focused on empowering students and institutions to create meaningful connections. As a Bilingual Customer Service Associate, you will support students, faculty, and staff while learning industry-leading technology in a dynamic environment.
Responsibilities
- Support customers via voice and chat using Amazon Connect
- Deliver a positive experience through empathy, patience, and clear communication
- Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows
- Accurately document interactions and manage follow-ups
- Handle multiple tasks in a fast-paced call center environment
- Collaborate with teammates and escalate complex issues as needed
- Participate in ongoing training and continuous improvement
- Work assigned shifts, including weekends and holidays
Skills
- Bilingual in written and spoken Spanish and English (equivalent to English fluency of CEF C1 level or above)
- High school diploma or equivalent
- Must be at least 18 years old
- Stable employment history
- Ability to work full-time (40 hours per week)
- Quiet, distraction free home workspace
- Comfortable using browsers such as Chrome, Firefox, or Safari
- Ability to type at least 25 WPM
- Strong verbal and written communication skills
- Proficiency with Microsoft Word and Excel
- Ability to learn and use multiple systems, windows, and monitors
- Strong attention to detail, critical thinking, and problem-solving skills
- Professional fluency in English (CEF C1 or higher)
- Must reside in an approved state*
- Home Internet that meets the following requirements: 30 Mbps download, 15 Mbps upload, 100ms ping or less, 40ms jitter or less, Cable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point), WiFi is allowed; wired connection required if WiFi becomes unstable
- Successful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process
- Previous customer service or contact center experience
- Familiarity with Amazon Connect, Connect Assistant, or similar technologies
- Some college coursework
- Experience in education or eLearning support
Benefits
- Receive paid training and ongoing support
Company Overview
Encoura is a non-profit membership organization. It was founded in 1972, and is headquartered in Lees Summit, Missouri, USA, with a workforce of 51-200 employees. Its website is https://encoura.org/.