Remote Customer Service Associate, Temporary

Job DescriptionJob DescriptionRole OverviewAs 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 LifeHandle a high volume of inbound phone calls while efficiently managing multiple tasks in a fast-paced call center environmentResolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flowsDeliver a positive experience through empathy, patience, and clear communicationAccurately document interactions and manage follow-upsCollaborate with teammates and escalate complex issues as neededWork assigned shifts, including weekends and holidaysParticipate in ongoing training and continuous improvementSupport customers via voice and chat using Amazon ConnectAbout YouCommunicate clearly and professionally, bringing empathy, active listening, and patience to every customer interactionEnjoy helping people, solving problems, and learning new technologies quicklyAdapt well in fast-paced, changing environments while staying organized and detail-orientedFollow structured workflows and procedures with consistency and accuracyAre motivated to build skills for future opportunities in tech, support, education, or customer experienceComfortable 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 demandAbility to work a full-time schedule of 40 hours a weekHigh school diploma or equivalentMust be at least 18 years oldMust have a quiet, distraction free home workspaceMust be proficient using Browsers such as Chrome, Firefox or SafariAbility to learn and use multiple systems, windows, and monitorsProfessional fluency in English (CERF C1 or higher)Must reside in an approved state*Home Internet that meets the following requirements: 30 Mbps download15 Mbps upload100ms ping or lessCable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point)WiFi is allowed; wired connection required if WiFi becomes unstableSuccessful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process CLEAR™ Candidate FAQMust 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 toolsReceive paid training and ongoing supportGain hands-on experience in customer experience and tech-enabled servicesSupport a mission-driven environment serving students and educatorsStrengthen core skills like communication, customer service, and multitaskingOur Training ApproachYou'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.CompensationThe 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  UsEncoura'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. Applicants from California, please review the CA HR Privacy Notice. To review our privacy policy, please click this link: