Remote Customer Service Associate, Temporary

Encoura empowers students and educational institutions to make informed decisions and achieve their goals. The Temporary Customer Service Associate will support students, faculty, and staff through phone and chat interactions, resolve issues using Amazon Connect and Connect Assistant, document customer interactions, and collaborate with teammates in a fast-paced call center environment.

Responsibilities:

• Handle a high volume of inbound phone calls while efficiently managing multiple tasks in a fast-paced call center environment
• Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows
• Deliver a positive experience through empathy, patience, and clear communication
• Accurately document interactions and manage follow-ups
• Collaborate with teammates and escalate complex issues as needed
• Work assigned shifts, including weekends and holidays
• Participate in ongoing training and continuous improvement
• Support customers via voice and chat using Amazon Connect

Requirements:

• Communicate clearly and professionally, bringing empathy, active listening, and patience to every customer interaction
• Enjoy helping people, solving problems, and learning new technologies quickly
• Adapt well in fast-paced, changing environments while staying organized and detail-oriented
• Follow structured workflows and procedures with consistency and accuracy
• High school diploma or equivalent
• Must be at least 18 years old
• Must be proficient using Browsers such as Chrome, Firefox or Safari
• Ability to learn and use multiple systems, windows, and monitors
• Professional fluency in English (CERF C1 or higher)
• Must be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systems
• All applicants must be eligible to work in the U.S