Customer Service Agent 2

Penn Foster Group; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

An innovative organization is seeking a dedicated Customer Service Representative to join their remote team. This role is pivotal in supporting learners as they navigate their online training programs, ensuring a positive experience through exceptional support via phone, email, and chat. The ideal candidate will thrive in a fast-paced environment, demonstrating strong communication skills and the ability to handle challenging situations with empathy. With a robust benefits package and a focus on diversity and inclusion, this position offers a unique opportunity to make a meaningful impact on learners' educational journeys while working collaboratively in a supportive remote setting.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Generous Paid Time Off

401K with Company Match

Sponsored Volunteer Opportunities

Free Access to Online Programs

Qualifications

• 2+ years of customer service experience required.
• Proficiency in Microsoft Office and Windows systems essential.

Responsibilities

• Provide exceptional support through phone, email, and chat interactions.
• Document and track customer interactions and feedback clearly.

Skills

Customer Service

Communication Skills

Problem-Solving

Bilingual (Spanish and English)

Adaptability

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.

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.

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.