Customer Service Representative – Bilingual English/Spanish
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Job Description
Customer Service Representative delivering high-quality service across various channels for NSC. Handling customer inquiries and technical support while ensuring accuracy and professionalism.
Responsibilities:
- Handle inbound customer contacts via phone, chat, email, and other channels, often managing multiple conversations simultaneously.
- Use interaction flows, job aids, reference materials, and program training to research issues, troubleshoot, and resolve inquiries accurately and efficiently.
- Provide clear verbal and written guidance on program details, schedules, and navigation of eLearning platforms.
- Apply empathy, active listening, and professional service techniques to defuse challenging situations and reduce escalations.
- Place outbound calls and respond promptly to messages to address questions, complete registrations, or resolve account issues.
- Promote self-service tools and digital resources to enhance customer experience.
- Accurately enter, update, and access customer information across multiple business systems and learning management systems.
- Document all customer interactions clearly, concisely, and in alignment with internal quality standards.
- Process routine transactions, including live credit card payments, ensuring full compliance with PII and PCI security requirements.
- Provide LMS support, including resolving access codes, password resets, account lockouts, and processing certificate reprint requests.
- Promptly process returned mail and update accounts to maintain accurate customer information and reduce operational costs.
- Identify and escalate recurring or widespread customer concerns to management for timely resolution.
- Collaborate to create, revise, and maintain team resource materials and job aids.
- Complete assigned projects or additional tasks that support operational efficiency and improve customer experience.
- Perform other related duties as needed to support business and team objectives.
Requirements:
- High school diploma or equivalent (GED) required.
- 1–2 years of customer service experience in a contact center, service‑oriented environment, or similar role involving direct customer interaction.
- Experience using multiple computer systems, web‑based applications, or learning management systems (LMS) preferred.
- Experience handling phone, chat, and email communications in a fast‑paced environment preferred.
- Prior experience processing secure transactions or working with sensitive data (PII/PCI) is a plus.
- Strong verbal and written communication skills, with the ability to explain information clearly and professionally across multiple channels.
- Active listening and empathy skills to understand customer needs and deliver a positive experience.
- Effective problem‑solving and critical‑thinking abilities, including the capacity to analyze information, identify solutions, and make sound decisions within defined guidelines.
Benefits:
- At least 20 PTO days accrued 1 st year and 11 paid holidays
- Flexible work arrangements
- Comprehensive medical, dental, vision, and life insurance plans
- Flex spending accounts for medical and dependent care
- 403(b) & Roth 403(b) with employer match up to 6%
- Reimbursable training
- Dress for your day
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