Customer Service Representative - Bilingual English/Spanish

Customer Service Representative Save lives, from the workplace to anyplace. The National Safety Council is America's leading nonprofit safety advocate. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur. We are currently looking for a Customer Service Representative that is bilingual in English & Spanish to join us in our mission to save lives and prevent injuries. The Customer Service Representative delivers high-quality service across phone, chat, email, and online channels, resolving customer inquiries with accuracy, professionalism, and empathy. The role involves navigating multiple business and learning management systems to manage customer data, process secure transactions, and provide technical support for LMS users. This position also supports continuous improvement by identifying recurring issues, updating team resources, and contributing to projects that enhance the overall customer experience. Customer Support & Issue Resolution 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. Systems, Data Accuracy & Transaction Processing 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. Collaboration, Quality, & Continuous Improvement 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. We're Looking for Someone with: High school diploma or equivalent (GED) required. 12 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. This is a remote position. Hourly rate: $19.75(English only) $20.75(Bilingual) Reasons You'll Love it here: NSC cares about the safety, health, and overall well-being of our employees. We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life. We offer the following: At least 20 PTO days accrued 1st 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 Our hiring process is designed to give you the opportunity to shine at each step. It starts with an assessment where you really showcase your drive for the role. From there, candidates selected for the first interview will discuss their skills and how they fit with our team. If you're a match, the second interview takes a deeper dive into your background and how you can contribute to our goals. After that, we'll make our final decision and let you know the outcome. This is our usual process, and we're excited to get to know you along the way! NSC is a Recovery-Friendly Workplace. We support individuals in or seeking recovery from substance use disorder by fostering a culture of respect, inclusion, and support. We provide access to confidential resources, reasonable accommodations, and a work environment that values your journey and contributions. NSC is an equal opportunity employer.