Bilingual Customer Care Representative - Enrollment Support (English/Spanish)

Job Description

Job Description

Description:

• Serve as the first point of contact for families reaching out to Customer Care via phone, email, or live chat in English and Spanish
• Provide clear and accurate information on enrollment processes, deadlines, school offerings, and documentation requirements
• Assist families with online applications and troubleshoot application or student account issues
• Guide parents through document submission and verification steps
• Accurately log, track, and document all interactions in the customer service platform (Freshdesk)
• Escalate urgent, sensitive, or complex cases to the appropriate team or Enrollment Manager
• Stay up to date on ResponsiveEd brands, campus updates, and enrollment timelines
• Maintain a calm, empathetic, and professional tone aligned with ResponsiveEd’s family-first mission

Requirements:

• Bilingual proficiency in English and Spanish (spoken and written) required
• 1–2 years of experience in customer service, call center support, administrative support, or a related role
• Strong verbal and written communication skills with the ability to explain processes clearly
• Detail-oriented with excellent organizational and time-management abilities
• Comfortable navigating multiple systems and switching between tasks efficiently
• Reliable, punctual, and able to collaborate effectively within a team
• Familiarity with CRM or ticketing tools such as Freshdesk or live chat platforms is a plus (training provided)
• Passion for helping families and representing a mission-driven organization