Remote Customer Service Associate, Temporary

About the role

Ready to build real-world experience? As a Temporary Customer Service Associate, you'll support students, faculty, and staff across the country while learning industry leading technology like Amazon Connect and Connect Assistant. Associates work in a dynamic, fast-paced environment and spend their time interfacing with students, faculty, and staff of Higher Education and K-12 institutions. This is a great opportunity to apply your communication, problem solving, and technical skills in a mission-driven environment.

Responsibilities

• Support customers via voice and chat using Amazon Connect
• Deliver a positive experience through empathy, patience, and clear communication
• Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows
• Accurately document interactions and manage follow-ups
• Spend time handling multiple tasks in a fast-paced call center environment
• Collaborate with teammates and escalate complex issues as needed
• Work assigned shifts, including weekends and holidays
• Participate in ongoing training and continuous improvement

Requirements

• Communicate clearly and professionally, bringing empathy, active listening, and patience to every customer interaction
• Enjoy helping people, solving problems, and learning new technologies quickly
• Adapt well in fast-paced, changing environments while staying organized and detail-oriented
• Be motivated to build skills for future opportunities in tech, support, education, or customer experience
• Be willing to accept a temporary assignment
• Must be available on Mondays due to consistently high call volume and operational demand
• Must be available for a full-time schedule of 40 hours a week
• Must have a high school diploma or equivalent
• Must be at least 18 years old
• Must have a quiet, distraction-free home workspace
• Must be proficient using browsers such as Chrome, Firefox, or Safari
• Must be able to learn and use multiple systems, windows, and monitors
• Must have professional fluency in English (CERF C1 or higher)
• Must reside in an approved state
• Must have home internet meeting the following requirements: 30 Mbps download, 15 Mbps upload, 100ms ping or less, Cable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point), WiFi is allowed; wired connection required if WiFi becomes unstable
• Must be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systems

Qualifications

• Must be able to pass a CLEAR™ identity verification as part of the pre-employment screening process

Skills

• Communication
• Problem Solving
• Technical Skills
• Customer Service
• Multitasking

Benefits

• Paid training and ongoing support from experienced team members
• Hands-on, real-world learning to build proficiency quickly
• Opportunity to support a mission-driven environment serving students and educators
• Opportunity to strengthen core skills like communication, customer service, and multitasking

Pay

The hourly rate for this position is $12.50. Encoura uses national market data, internal equity considerations, and budget factors when determining compensation. Some roles may include variable pay.

Schedule

This is a temporary assignment with a full-time schedule of 40 hours a week.