Wait, What Do You Do?

Role Overview Ready to build real-world experience? As a Bilingual 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 apply your communication, problem solving, and technical skills in a mission-driven environment. A Day in the Life <ul> <li>Support customers via voice and chat using Amazon Connect</li> <li>Deliver a positive experience through empathy, patience, and clear communication</li> <li>Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows</li> <li>Accurately document interactions and manage follow-ups</li> <li>Handle multiple tasks in a fast-paced call center environment</li> <li>Collaborate with teammates and escalate complex issues as needed</li> <li>Work assigned shifts, including weekends and holidays</li> <li>Participate in ongoing training and continuous improvement</li> </ul> About You <ul> <li>Professional fluency in written and oral communication in English and Spanish (CERF C1 or higher)</li> <li>Communicate clearly and professionally, bringing empathy, active listening, and patience to every customer interaction. </li> <li>Enjoy helping people, solving problems, and learning new technologies quickly</li> <li>Adapt well in fast-paced, changing environments while staying organized and detail-oriented</li> <li>Follow structured workflows and procedures with consistency and accuracy</li> <li>Are motivated to build skills for future opportunities in tech, support, education, or customer experience</li> <li>Must be available on Mondays due to consistently high call volume and operational demand</li> <li>High school diploma or equivalent</li> <li>Must be at least 18 years old</li> <li>Must have a quiet, distraction free home workspace</li> <li>Must be proficient using Browsers such as Chrome, Firefox or Safari</li> <li>Ability to learn and use multiple systems, windows, and monitors</li> <li>Must reside in an approved state*</li> <li>Home Internet that meets the following requirements: <ul> <li>30 Mbps download</li> <li>15 Mbps upload</li> <li>100ms ping or less</li> </ul> </li> <li>Cable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point)</li> <li>WiFi is allowed; wired connection required if WiFi becomes unstable</li> <li>Successful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process <ul> <li><a href="https://support.greenhouse.io/hc/en-us/articles/40497797083419-CLEAR-FAQ-for-candidates">CLEAR™ Candidate FAQ</a></li> </ul> </li> <li>Must be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systems</li> </ul> What Makes This Opportunity   <ul> <li>Build in-demand skills using Amazon Connect and cloud-based support tools</li> <li>Receive paid training and ongoing support</li> <li>Gain hands-on experience in customer experience and tech-enabled services</li> <li>Support a mission-driven environment serving students and educators</li> <li>Strengthen core skills like communication, customer service, and multitasking</li> </ul> Our Training Approach You’ll complete a fast-paced, 3-day training program with hands-on, real-world learning to build proficiency quickly. Ongoing coaching and support from experienced team members will help you succeed as you settle into the role. The hourly pay rate for this non-exempt position is $16. Encoura determines compensation using national market benchmarks, internal equity considerations, and organizational budget factors to ensure fairness and consistency across roles. Depending on the position, employees may also be eligible for variable compensation in addition to base pay. Employees in this role are eligible for Encoura’s comprehensive benefits package, which includes health insurance, retirement contributions, paid time off, and other programs that support employee well‑being.   This job description outlines primary responsibilities but may not list every duty. Responsibilities may shift based on business needs. <div class="content-conclusion">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 <a href="https://nrccua-my.sharepoint.com/:b:/g/personal/jordan_skiles_encoura_org/ERJJTDfdLixBrrbeKNcBuI8BDfeXRGhUfWi1xA1hWbaxcQ?e=QTTFDw">CA HR Privacy Notice</a>.   To review our privacy policy, please click this link: <a href="https://encoura.org/privacy-policy/">https://encoura.org/privacy-policy/</a>  </div>