[Remote] Bilingual Customer Service Associate

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.ResponsibilitiesSupport 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 holidaysSkillsBilingual 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 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 unstableSuccessful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening processPrevious customer service or contact center experienceFamiliarity with Amazon Connect, Connect Assistant, or similar technologiesSome college courseworkExperience in education or eLearning supportBenefitsReceive paid training and ongoing supportCompany OverviewEncoura 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/.



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