Customer Service Associate
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Job Description
Customer Service Associate role at Encoura supporting students and educators via Amazon Connect. Fast-paced environment requiring empathy and communication skills.
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
Requirements:
- 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
- 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 specified requirements
Benefits:
- Paid training
- Ongoing support
- Opportunity to develop skills in customer experience and tech enabled services
- Mission driven environment supporting students and educators
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