Part Time Tier 1 Customer Service Agent

About the role

Part‑Time Tier 1 Customer Service Agent supporting the Training Services Team. Bilingual English/Spanish required. Remote position open to candidates anywhere in the United States. Start date on or around January 4 2027.

Responsibilities

• Answer inbound calls and email inquiries from existing and prospective clients, instructors, and organizations and resolve issues.
• Perform account maintenance and basic troubleshooting.
• Triage and manage customer inquiries and ensure follow‑through to resolution.
• Achieve production targets for call‑handling metrics, email completion, and quality.
• Provide support, development and/or leadership guidance to all volunteers.
• Perform all duties in compliance with standard operating procedures and applicable Federal, State and local regulations.
• Use information from computer systems and job aids to provide resolution, update account records and note reason and resolution of inquiry.
• Handle basic inquiries such as account maintenance, class information and RCLC usage issues.
• Maintain daily production standards including Average Handle Time, Calls per Hour, Email per Hour, Percentage Online Time, and Quality.
• Triage complex problems and route callers to appropriate resources.
• Perform other related duties as assigned.

Requirements

Education: High school diploma or equivalent required (or equivalent combination of education and related experience).

Experience: 1 year of customer service, sales, or call center experience preferred (or equivalent combination of education and related experience).

Skills & Abilities: Excellent customer service and problem‑solving skills; effective verbal and written communication; ability to work with difficult customers; proficiency with computer applications in a fast‑paced virtual call‑center environment; ability to work on a team.

Physical requirements: Ability to sit at a computer terminal for extended periods; frequently reach with hands and arms; occasionally stand, walk, stoop, kneel, crouch, or crawl; frequently lift/move up to 15 lb and occasionally lift/move up to 30 lb; require close, distance, color, peripheral vision, depth perception, and ability to adjust focus; work in a moderate‑noise office environment; ability to work in a small cubicle; operational flexibility to meet sudden and unpredictable needs; ability to use a personal computer and applicable software for sustained periods of time; ability to talk and hear.

Preferred Qualifications

• Bilingual in English and Spanish, with ability to read, write, and communicate effectively in both languages.
• Strong problem‑solving and critical‑thinking skills.