Customer Service Representative - Bilingual English/Spanish

The National Safety Council is America’s leading nonprofit safety advocate, focused on eliminating preventable injuries and deaths. They are seeking a bilingual Customer Service Representative to deliver high-quality service across various channels, resolve customer inquiries, and support continuous improvement initiatives.

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
• 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
• 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