Customer Service Representative - Remote Eligible

Customer Service Representative

Our client is a leading provider of online training solutions, dedicated to delivering high-quality educational courses across multiple industries. Their mission is to empower both individuals and organizations with the knowledge and skills needed to excel in their fields. By offering flexible and user-friendly learning experiences, the company helps professionals enhance their expertise and advance their careers with confidence.

Location: Fully-Remote (Work from Home), 8:30–4:30 EST.

Role Overview: The Customer Service Representative will play a key role in supporting customers using the company's online courses. Responsibilities include managing inbound calls, emails, and chats, resolving inquiries, and ensuring a smooth customer experience. The role also involves pulling and organizing data in Excel, generating reports, and occasionally assisting customers via video calls. The ideal candidate is bilingual in English and Spanish, with proven experience in handling high volumes of incoming customer calls and delivering clear, effective communication.

Key Responsibilities:

• Customer Support:
• Handle incoming calls (primary responsibility), ensuring quick and efficient resolution of customer inquiries.
• Respond to email and chat support requests with timely, effective solutions.
• Occasionally assist with video calls to resolve more complex issues.
• Maintain a customer-first attitude to ensure all customers feel valued.
• Data Management & Reporting:
• Pull customer data from HubSpot, ensuring accurate records are kept.
• Organize data in Excel and generate weekly/monthly reports for internal teams.
• Monitor key performance metrics to ensure customer satisfaction across all channels.
• Call Management:
• Manage 150–200 calls per week (approximately 30–60 per day).
• Use AirCall to handle inbound calls efficiently and log customer interactions.
• Maintain accurate call logs and follow up on pending or unresolved issues.

Qualifications – Experience & Skills:

• 2+ years of experience in customer service, preferably within online courses or e-learning platforms.
• Bilingual in English and Spanish.
• Proficiency in Excel for data organization and reporting.
• Experience with AirCall for managing calls.
• Familiarity with HubSpot to access customer records and support workflows.
• Strong verbal and written communication skills, adaptable to diverse customer needs.
• Ability to manage a high call volume while ensuring quality service.
• Detail-oriented, organized, and proactive, with a problem-solving mindset.
• Empathetic and self-motivated, with the ability to work independently and manage multiple tasks.

What Success Looks Like:

• Efficient handling of incoming calls, emails, and chats.
• High customer satisfaction scores, ensuring customers feel heard and supported.
• Accurate and detailed data reporting with effective tracking of customer issues.
• Seamless collaboration with internal teams to address customer concerns promptly.

Opportunity: This is an exciting opportunity for a Customer Service Representative to join a growing company in the e-learning space. If you are passionate about customer service, excel in communication, and want to contribute to a dynamic team's success, this role offers significant growth potential while helping individuals achieve their educational goals.

Application Process: To be considered for this role these steps need to be followed:

• Fill in the application form
• Record a video showcasing your skill sets