Bilingual Contact Center Representative

Description:Serve as the first point of contact for families reaching out to Customer Care via phone, email, or live chat in English and SpanishProvide clear and accurate information on enrollment processes, deadlines, school offerings, and documentation requirementsAssist families with online applications and troubleshoot application or student account issuesGuide parents through document submission and verification stepsAccurately log, track, and document all interactions in the customer service platform (Freshdesk)Escalate urgent, sensitive, or complex cases to the appropriate team or Enrollment ManagerStay up to date on ResponsiveEd brands, campus updates, and enrollment timelinesMaintain a calm, empathetic, and professional tone aligned with ResponsiveEd's family-first missionRequirements:Bilingual proficiency in English and Spanish (spoken and written) required1-2 years of experience in customer service, call center support, administrative support, or a related roleStrong verbal and written communication skills with the ability to explain processes clearlyDetail-oriented with excellent organizational and time-management abilitiesComfortable navigating multiple systems and switching between tasks efficientlyReliable, punctual, and able to collaborate effectively within a teamFamiliarity 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 organizationEquipment Used:All equipment required to perform jobs duties and tasks previously described.Physical / Environmental Factors:The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Responsive Education Solutions considers applicants for all positions without regards to race, color, national origin, age, religion, sex, marital status, veteran or military status, disability, or any other legally protected status. Being authorized to work in the U.S. is a precondition of employment. ResponsiveEd is an Equal Opportunity Employer