Customer Service Representative – Bilingual English/Spanish

🔥 14 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $19 - $20 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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National Safety Council

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1913

🤝 Non-profit

📚 Education

📋 Compliance

💰 Grant on 2021-11

Non-profit • Education • Compliance

National Safety Council is a leading nonprofit organization dedicated to promoting safety and preventing injuries and deaths in the United States. The council offers a comprehensive range of safety training programs and resources, including first aid, driver safety, workplace safety, and advanced safety certification. It also provides consulting, safety assessments, publications, and white papers focused on various safety topics. NSC is involved in campaigns such as Distracted Driving Awareness Month, and it hosts events and conferences to enhance safety knowledge and practices nationwide. Its offerings extend to specialized programs for businesses, employees, and families, and it is committed to fostering a culture of safety through research, education, and advocacy.

📋 Description

• 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. • 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. • 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.

🏖️ Benefits

• At least 20 PTO days accrued 1 st year and 11 paid holidays • Flexible work arrangements • Comprehensive medical, dental, vision, and life insurance plans • Flex spending accounts for medical and dependent care • 403(b) & Roth 403(b) with employer match up to 6% • Reimbursable training • Dress for your day