Remote Customer Service Associate, Temporary

Remote Customer Service Associate, Temporary Role Overview As a Temporary 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. A Day in the Life Handle a high volume of inbound phone calls while efficiently managing multiple tasks in a fast-paced call center environment Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows Deliver a positive experience through empathy, patience, and clear communication Accurately document interactions and manage follow-ups Collaborate with teammates and elevate 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 About You 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 Comfortable with a temporary assignment typically lasting 8–12 weeks, with the flexibility to be extended or shortened based on business needs (as short as 4 weeks) Must be available on Mondays due to consistently high call volume and operational demand Ability to work a full-time schedule of 40 hours a week 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 Professional fluency in English (CERF 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 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. What Makes This Opportunity 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 Our Training Approach 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. Compensation The hourly rate for this position is $12.50. Encoura uses national market data, internal equity considerations, and budget factors when determining compensation. This temporary, full‑time position does not qualify for health benefits. Encoura complies with all state and local laws that require specific forms of paid time off. This temporary opportunity is expected to last approximately 8–12 weeks. Depending on business needs, assignments may be extended or may conclude earlier, with some assignments lasting as little as 4 weeks. 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. Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Encoura’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Select... We may use AI‑assisted technology during portions of the recruitment process. Participation in AI‑assisted assessments or interviews is optional where offered. Candidates who choose an alternative process will not be disadvantaged or receive different consideration for employment. All hiring decisions are made by human reviewers and are not based solely on AI‑generated outputs. Additional information about our use of AI in the hiring process is available by selecting Learn More . #J-18808-Ljbffr encoura