Bilingual Customer Service Associate

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Role Overview 

Ready to build real-world experience? As a Customer Service Associate, you’ll support students, faculty, and staff across the country while learning industry leading technology like Amazon Connect and Connect Assistant. Associates work in a dynamic, fast-paced environment and spend their time interfacing with students, faculty, and staff of Higher Education and K-12 institutions. This is a great opportunity to improve your communication, problem solving, and technical skills in a mission-driven environment. 

A Day in the Life 

In this role, you will: 

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

Our Training Approach 

You’ll take part in a structured, fast-paced 3-day training program designed to help you build confidence quickly through hands-on learning and real-world scenarios. This approach suits people who are comfortable picking up new systems and learning by doing. Ongoing coaching and support from experienced team members will continue as you settle into the role. 

About You 

You will thrive in this role if you: 

• Communicate clearly and professionally
• Bring empathy, active listening, and patience to customer conversations
• Enjoy helping people and solving problems
• Learn new technologies quickly and confidently
• Adapt well to fast paced, changing environments
• Follow structured workflows and procedures
• Pay close attention to detail
• Want to develop skills that lead to future opportunities in tech, support, education, or customer experience

What Makes This Opportunity 

• Build on demand skills using Amazon Connect, Connect Assistant, and cloud-based support tools
• Receive paid training and ongoing support
• Gain resume worthy experience in customer experience and tech enabled services
• Work in a mission driven environment supporting students and educators
• Strengthen key early career competencies, including:

+ Professional communication

+ Customer service and deescalation

+ Technical troubleshooting

+ Multitasking and prioritization

The Candidate 

Required Qualifications 

• Bilingual in written and spoken Spanish and English (equivalent to English fluency of CEF C1 level or above)
• High school diploma or equivalent
• Must be at least 18 years old
• Stable employment history
• Ability to work full-time (40 hours per week)
• Quiet, distraction free home workspace
• Comfortable using browsers such as Chrome, Firefox, or Safari
• Ability to type at least 25 WPM
• Strong verbal and written communication skills
• Proficiency with Microsoft Word and Excel
• Ability to learn and use multiple systems, windows, and monitors
• Strong attention to detail, critical thinking, and problem-solving skills
• Professional fluency in English (CEF C1 or higher)
• Must reside in an approved state\*
• Home Internet that meets the following requirements:
• 30 Mbps download
• 15 Mbps upload
• 100ms ping or less
• 40ms jitter or less
• Cable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point)
• WiFi is allowed; wired connection required if WiFi becomes unstable
• Successful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process

+ CLEAR™ Candidate FAQ

Preferred Qualifications 

(Not required but great to have!) 

• Previous customer service or contact center experience
• Familiarity with Amazon Connect, Connect Assistant, or similar technologies
• Some college coursework
• Experience in education or eLearning support

Compensation 

The hourly rate for this position is $16.00. Encoura uses national market data, internal equity considerations, and budget factors when determining compensation. Some roles may include variable pay. 

Additional Information 

This job description outlines primary responsibilities but may not list every duty. Responsibilities may shift based on business needs. 

Encoura is an equal opportunity/affirmative action employer. We consider all qualified applicants for employment regardless of race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, veteran status, or other protected categories. 

About Us 

Encoura’s mission is to empower students and institutions to create meaningful connections so everyone can make the most informed decisions to achieve their goals. Since 1972, the Company has evolved its products and services to better represent the link between students and higher education institutions and to create the highest probability of student success.  

Encoura’s expertise now spans enrollment, research, marketing, student success, and advancement and provides an unmatched combination of higher education experience and innovative solutions for colleges and universities. The Company also offers Encourage® — the nation’s largest free college and career planning program used by millions of high school students and educators nationwide.  

It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. All applicants must be eligible to work in the U.S.  

Encoura endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require reasonable accommodation to complete any part of the application process or are limited in the ability and need an alternative method for applying, please contact the Talent Team.  

Applicants from California, please review the CA HR Privacy Notice.  

To review our privacy policy, please click this link: https://encoura.org/privacy-policy/