Customer Service Representative – Bilingual English/Spanish
Location
Illinois
Posted
1 day ago
Salary
$19 - $20 / hour
Seniority
Mid Level
Job Description
Customer Service Representative – Bilingual English/Spanish
National Safety Council
• 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. • 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. • 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.
Job Requirements
- High school diploma or equivalent (GED) required.
- 1–2 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.
Benefits
- At least 20 PTO days accrued 1 st 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
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