Note: The job is a remote job and is open to candidates in USA. The National Safety Council is America’s leading nonprofit safety advocate, focusing on eliminating preventable injuries and deaths. They are seeking a bilingual Customer Service Representative to deliver high-quality service across various channels, manage customer data, and enhance the overall customer experience.
Responsibilities
- 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
Skills
- 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
- 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
- Experience using multiple computer systems, web‑based applications, or learning management systems (LMS)
- Experience handling phone, chat, and email communications in a fast‑paced environment
- Prior experience processing secure transactions or working with sensitive data (PII/PCI)
Benefits
- 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
Company Overview