Remote Customer Service Associate, Temporary

The role

You will support students, faculty, and staff of Higher Education and K-12 institutions. You will handle inbound phone calls and chat using Amazon Connect and Connect Assistant.

What you will do

• Handle a high volume of inbound phone calls
• Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant
• 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

Required qualifications

• High school diploma or equivalent
• Must be at least 18 years old
• Must have a quiet, distraction free home workspace
• 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 reside in an approved state
• Home Internet with 30 Mbps download, 15 Mbps upload, and 100ms ping or less
• Home Internet must be Cable, Fiber, or DSL only
• Must be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator

Benefits

• Paid training
• Ongoing support
• Hands-on experience in customer experience and tech-enabled services

Before you apply

• Must be at least 18 years old
• Must reside in an approved state
• Must be able to pass a CLEAR identity verification
• Must be eligible to work in the U.S.

About the company

Encoura's mission is to empower students and institutions to create meaningful connections. The company provides expertise in enrollment, research, marketing, student success, and advancement for colleges and universities.