Customer Service Representative

National Safety Council; Itasca (IL); Remote; USD 26,000 - 29,000; Full time

Benefits offered by this job

Flexible work arrangements

PTO 20 days

Holiday pay

Job summary

National Safety Council is seeking a Customer Service Representative for a remote position. The role focuses on delivering high-quality service across phone, chat, email, and online channels, with emphasis on accurate data handling and empathetic support for LMS users.

The ideal candidate is bilingual in English and Spanish, with 1–2 years of customer service experience and strong communication skills. You will work with multiple systems, process secure transactions, and contribute to continuous

Qualifications

• High school diploma or equivalent required.
• 1–2 years of customer service experience in a contact center or similar role.
• Experience using multiple computer systems, web-based apps, or LMS preferred.
• Experience handling phone, chat, and email in a fast-paced environment.
• Experience processing secure transactions or handling sensitive data (PII/PCI) is a plus.

Responsibilities

• Handle inbound customer contacts via phone, chat, email and other channels.
• Research issues and resolve inquiries using flows, job aids and training materials.
• Provide clear guidance on program details and LMS navigation.
• Defuse difficult situations with empathy and active listening.
• Place outbound calls and respond to messages to complete registrations or resolve issues.
• Promote self-service tools and digital resources.

Skills

Customer service

Bilingual English/Spanish

Communication

CRM systems

PII/PCI handling

Education

High school diploma or GED

Tools

LMS platforms

Payment processing

Job description

Customer Service Representative

We are currently looking for a candidate who is ideally bilingual in English & Spanish to join us in our mission to save lives and prevent injuries.

Position Highlights

The Customer Service Representative delivers high-quality service across phone, chat, email, and online channels, resolving customer inquiries with accuracy, professionalism, and empathy. The role involves navigating multiple business and learning management systems to manage customer data, process secure transactions, and provide technical support for LMS users. This position also supports continuous improvement by identifying recurring issues, updating team resources, and contributing to projects that enhance the overall customer experience.

What You'll Do

Customer Support & Issue Resolution

• 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.

Systems, Data Accuracy & Transaction Processing

• 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.

Collaboration, Quality, & Continuous Improvement

• Identify and elevate 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.

We're Looking for Someone with:

• High school diploma or equivalent (GED) required.
• 1-2 years of customer service experience in a contact center, serviceoriented environment, or similar role involving direct customer interaction.
• Experience using multiple computer systems, webbased applications, or learning management systems (LMS) preferred.
• Experience handling phone, chat, and email communications in a fastpaced 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 problemsolving and criticalthinking abilities, including the capacity to analyze information, identify solutions, and make sound decisions within defined guidelines.
• This is a remote position.
• Hourly rate: $19.75(English only) $20.75(Bilingual)

Reasons You'll Love it here

NSC cares about the safety, health, and overall well-being of our employees. We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life. We offer the following:

• 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

Our hiring process is designed to give you the opportunity to shine at each step. It starts with an assessment where you really showcase your drive for the role. From there, candidates selected for the first interview will discuss their skills and how they fit with our team. If you're a match, the second interview takes a deeper dive into your background and how you can contribute to our goals. After that, we'll make our final decision and let you know the outcome. This is our usual process, and we're excited to get to know you along the way!

NSC is a Recovery-Friendly Workplace.

We support individuals in or seeking recovery from substance use disorder by fostering a culture of respect, inclusion, and support. We provide access to confidential resources, reasonable accommodations, and a work environment that values your journey and contributions.

NSC is an equal opportunity employer.

NSC is an equal opportunity employer.