Customer Service Agent 2

4Wall Entertainment; Los Angeles (CA); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is on the lookout for a dedicated Customer Service Representative to enhance the learner experience in a fully remote setting. This role is pivotal in providing exceptional support through various communication channels, ensuring learners receive the guidance they need for their online training programs. Ideal candidates will be tech-savvy, adaptable, and possess strong communication skills, allowing them to thrive in a dynamic environment. Join a supportive team that values diversity and inclusion while making a meaningful impact on learners' educational journeys.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401K with Company Match

Generous Paid Time Off

Flexible Spending

Sponsored Volunteer Opportunities

Free Access to Online Programs

Qualifications

• At least 2 years of experience in customer service.
• Ability to work independently in a remote environment.

Responsibilities

• Respond to learner inquiries via phone, chat, and email.
• Document and track customer interactions and resolutions.
• Communicate complex information in a learner-friendly way.

Skills

Customer Service

Bilingual (Spanish and English)

Adaptability

Communication

Empathy

Education

High School Diploma or Equivalent

Tools

Microsoft Office (Word, Excel, Outlook)

Windows Systems

Job description

We are seeking a dedicated and learner-focused Customer Service Representative to join our team. This remote, learner-facing role is central to supporting learners as they navigate their online training programs. The ideal candidate will excel in delivering exceptional support through phone, email, and chat interactions, ensuring a positive learner experience at every touchpoint. To thrive in this position, you must be technologically proficient, adaptable, and eager to contribute to a fast-paced, dynamic environment. This role offers a unique opportunity to make a meaningful impact on learners' educational journeys while working in a collaborative and supportive remote team.

Essential Job Functions

1. Respond promptly and professionally to learner inquiries via phone, chat, and email, providing accurate and timely information.
2. Document and track customer interactions, feedback, and resolutions in a clear and organized manner.
3. Communicate complex information in a concise, professional, and learner-friendly way, tailoring your approach to individual needs.
4. Effectively handle challenging customer situations, demonstrating empathy and de-escalation techniques, and escalating issues as needed.
5. Build positive relationships with internal teams to ensure seamless collaboration on cross-functional tasks.
6. Uphold high standards of phone and internet etiquette, ensuring all interactions reflect professionalism and respect.
7. Stay current with product and program knowledge to provide accurate, up-to-date information to learners.

Knowledge, Skills, Abilities: Required

1. High school diploma or equivalent.
2. At least 2 years of experience in customer service.
3. Ability to work independently in a remote environment.
4. Proficiency in Windows systems, Microsoft Office (Word, Excel, Outlook), and general office equipment.
5. Self-driven with a strong willingness to learn and adapt in a dynamic role.
6. Bilingual proficiency in Spanish and English. Preferred (but not required)

About Us:

At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable learners to achieve long-term success in the workplaces of the future. Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that’s prepared for the future job market.

Equal Employment Opportunity:

We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building diverse teams – in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization – from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in.

What We Offer:

We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, and free access to our online programs.

This position is fully remote in PA, FL, GA, IL, IN, NC, SC, TN, TX, UT, WI, AL, KS, LA, MA, MI, MO, NH, OH, OK, VA, AZ, CO, MN, NJ, NY only.