Bilingual Customer Service Associate

Ready to build real-world experience? As a Bilingual 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 apply your communication, problem solving, and technical skills in a mission-driven environment.

• 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 elevate complex issues as needed
• Work assigned shifts, including weekends and holidays
• Participate in ongoing training and continuous improvement

• Professional fluency in written and oral communication in English and Spanish (CERF C1 or higher)
• 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
• Are motivated to build skills for future opportunities in tech, support, education, or customer experience
• Must be available on Mondays due to consistently high call volume and operational demand
• High school diploma or equivalent
• Must be at least 18 years old
• Must have a quiet, distraction free home workspace
• Ability to learn and use multiple systems, windows, and monitors
• Must reside in an approved state*
• Home Internet that meets the following requirements:
  • 30 Mbps download
  • 15 Mbps upload
  • 100ms ping 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
• Must be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systems

• Build in-demand skills using Amazon Connect and cloud-based support tools
• Receive paid training and ongoing support
• Gain hands‑on experience in customer experience and tech-enabled services
• Support a mission-driven environment serving students and educators
• Strengthen core skills like communication, customer service, and multitasking

You’ll complete a fast-paced, 3-day training program with hands‑on, real-world learning to build proficiency quickly. Ongoing coaching and support from experienced team members will help you succeed as you settle into the role.

The hourly pay rate for this non-exempt position is $16 .Encouradeterminescompensation using national market benchmarks, internal equity considerations, and organizational budget factors to ensure fairness and consistency across roles. Depending on the position, employees may also be eligible for variable compensation in addition to base pay. Employees in this role are eligible for Encoura’s comprehensive benefits package, which includes health insurance, retirement contributions, paid time off, and other programs that support employee well‑being.

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

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.