Customer Service Representative

NCCO; Centennial (CO); On-site; USD 25,000 - 30,000; Full time

Job summary

NCCO is seeking a customer service representative in Centennial, CO to support sales and product inquiries. You will resolve questions across calls, email, and live chat, guiding customers through offerings and promotions while maintaining high service standards.

Ideal candidates have an associate degree and prior CRM experience; bilingual English/Spanish is a strong plus. The role requires strong communication, multitasking, and collaboration across teams.

Qualifications

• Two-year associate degree or equivalent preferred.
• Experience in customer service for digital products.
• Strong listening and collaboration skills.
• Experience with CRM systems; Salesforce a plus.
• Proficient in Microsoft Office; able to learn new tools quickly.

Responsibilities

• Answer calls, assist with order placement, and resolve queries promptly.
• Troubleshoot issues by asking clarifying questions.
• Update and maintain record logs.
• Guide customers through product offerings, including promotions.
• Analyze requirements and recommend suitable products or services.
• Facilitate sales according to customer needs.
• Input data into Salesforce to track prospects.
• Email potential business accounts as requested.
• Collaborate with internal and external partners across channels.
• Assist in manager projects, including translations and accreditation tasks.

Skills

Customer service

CRM proficiency

Multitasking & prioritization

Bilingual English/Spanish

Communication skills

Education

Two-year associate degree in communications, business, or a related field

Tools

Salesforce

Microsoft Teams

Vonage

Salesforce Cases/Omni-Channel

Job description

• Answer calls, assist with order placement, and achieve timely query resolution by following company standards and maintaining premium quality of services.
• Perform troubleshooting, asking questions to identify and understand customer issues.
• Complete and update a variety of record logs related to this position.
• Assist and guide customers through product and service offerings (including providing greater details regarding promotions and advertisements).
• Analyze the client's requirements and recommend products, plans, or services to match their needs.
• Facilitate sales of all products and services according to the customers’ needs.
• Track potential customers by inputting data into Salesforce.
• Email potential business accounts as requested.
• Multi-task between multiple communication channels including phone (Vonage), email (Salesforce Cases), live chat (Salesforce Omni-Channel), and Microsoft Teams.
• Collaborate and build relationships virtually with outside customer service and sales, third-party vendors, and other organizations in a similar industry.
• Assist in projects assigned by the manager, including but not limited to document translation and accreditation projects.

QUALIFICATIONS / SKILLS / ABILITIES:

AFS will train the right candidate to excel at this opportunity.

• Two-year associate degree in communications, business, or a related field (preferred).
• Two years of experience in customer service supporting digital products.
• Exceptionally effective listening, communication and collaboration skills.
• Experience working with CRM systems and other digital tools. Able to learn new software quickly. Salesforce experience is a plus.
• Proficient in Microsoft Office (Word, Excel, Outlook, and Teams).
• Excellent multi-tasking and prioritization will be essential for this role.
• Self-motivated and comfortable working with little supervision.
• Have the willingness to consultatively sell, providing value-added solutions.
• Receptive to constructive feedback and committed to continued learning.
• Comfortable working across departments and with external partners.
• Bilingual, fluent in English and Spanish is a strong plus.

CRITICAL SKILLS:

• Technical troubleshooting: Ability to investigate unfamiliar issues, identify potential causes, and determine appropriate next steps or escalation paths.
• Analytical thinking: Ability to connect information across systems and processes to understand problems that may involve the LMS, online proctoring, ecommerce, or third-party integrations.
• Sound judgment: Ability to assess urgency, recognize limitations, and determine when to resolve an issue independently versus involving another team.

WHAT SUCCESS LOOKS LIKE:

• Customer issues are resolved efficiently, with appropriate follow-up and clear communication throughout the process.
• Technical issues are documented and escalated with the relevant details needed to support investigation and resolution.
• Recurring customer problems and opportunities to improve support processes are identified and communicated to the appropriate teams.
• The representative develops increasing independence and product knowledge, contributing to a more effective and responsive customer and sales support team.