Customer Service Representative

The Customer Service Representative provides responsive, accurate customer support through phone, live chat, email, and online communication channels. This position handles inbound inquiries, conducts outbound follow-ups, resolves account and registration issues, and helps customers navigate programs, schedules, and digital learning resources. Responsibilities include managing multiple customer conversations, documenting interactions, and delivering professional service that supports effective issue resolution and a positive customer experience.

The role requires working across multiple business applications and learning management systems (LMS) to maintain customer records, troubleshoot technical access issues, and process secure transactions. Representatives use established procedures, reference materials, and active listening techniques to resolve concerns, minimize escalations, and identify recurring service problems. The position also contributes to internal documentation, operational improvements, and projects supporting customer service quality.

• Customer Support & Issue Resolution
• Respond to inbound customer inquiries through phone, chat, email, and other communication channels while managing multiple conversations when needed.
• Research customer questions, troubleshoot problems, and resolve inquiries using established interaction flows, job aids, reference materials, and program training.
• Explain program information, schedules, registration procedures, and eLearning platform navigation clearly and accurately.
• Apply active listening, empathy, and professional customer service techniques to manage difficult interactions, address concerns, and reduce unnecessary escalations.
• Make outbound customer calls and follow up on messages to answer questions, complete registrations, and resolve account-related issues.
• Guide customers toward available self-service tools and digital resources to improve accessibility and support a positive customer experience.
• Systems, Data Accuracy & Transaction Processing
• Enter, retrieve, verify, and update customer information across multiple business systems and learning management systems (LMS).
• Maintain clear, accurate, and concise documentation of customer interactions in accordance with internal service quality standards.
• Process routine customer transactions, including live credit card payments, while following applicable personally identifiable information (PII) and Payment Card Industry (PCI) security requirements.
• Provide technical assistance to LMS users by troubleshooting access codes, password resets, account lockouts, and other account access issues.
• Process certificate reprint requests and assist customers with related learning platform services.
• Handle returned mail promptly and update customer account records to maintain data accuracy and help reduce operational costs.
• Collaboration, Quality & Continuous Improvement
• Recognize recurring or widespread customer service concerns and escalate relevant issues to management for timely resolution.
• Contribute to the creation, revision, and maintenance of internal customer service resources, reference materials, and job aids.
• Support assigned projects and operational improvement activities intended to increase efficiency and enhance the customer experience.
• Complete additional related responsibilities that support customer operations, service quality, and team objectives.

Qualifications

Required Experience

1–2 years of customer service experience in a contact center, service-oriented environment, or a comparable position involving direct customer interaction. Required Skills

• Strong verbal and written communication skills, including the ability to provide clear, accurate, and professional information through customer service channels.
• Ability to understand customer concerns, apply active listening and empathy, and maintain professionalism when handling challenging situations.
• Effective problem-solving and critical-thinking skills, including the ability to evaluate information, identify appropriate solutions, and make sound decisions within established guidelines.
• Education & Certifications

High school diploma or equivalent (GED) required.

Preferred Qualifications

• Experience working with multiple computer systems, web-based applications, or learning management systems (LMS).
• Experience handling customer communications through phone, live chat, and email in a fast-paced service environment.
• Previous experience processing secure customer transactions or working with sensitive information subject to PII or PCI requirements.
• Bilingual proficiency in English and Spanish is preferred.