Role Overview

Ready to build real-world experience? As a 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 improve your communication, problem solving, and technical skills in a mission-driven environment.

A Day in the Life

In this role, you will:

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
Handle multiple tasks in a fast-paced call center environment
Collaborate with teammates and escalate complex issues as needed
Participate in ongoing training and continuous improvement
Work assigned shifts, including weekends and holidays

Our Training Approach

You’ll take part in a structured, fast-paced 3-day training program designed to help you build confidence quickly through hands-on learning and real-world scenarios. This approach suits people who are comfortable picking up new systems and learning by doing. Ongoing coaching and support from experienced team members will continue as you settle into the role.

About You

You will thrive in this role if you:

Communicate clearly and professionally
Bring empathy, active listening, and patience to customer conversations
Enjoy helping people and solving problems
Learn new technologies quickly and confidently
Adapt well to fast paced, changing environments
Follow structured workflows and procedures
Pay close attention to detail
Want to develop skills that lead to future opportunities in tech, support, education, or customer experience

What Makes This Opportunity

Build on demand skills using Amazon Connect, Connect Assistant, and cloud-based support tools
Receive paid training and ongoing support
Gain resume worthy experience in customer experience and tech enabled services
Work in a mission driven environment supporting students and educators
Strengthen key early career competencies, including:
- Professional communication
- Customer service and deescalation
- Technical troubleshooting
- Multitasking and prioritization

The Candidate

Required Qualifications

High school diploma or equivalent
Must be at least 18 years old
Stable employment history
Ability to work full-time (40 hours per week)
Quiet, distraction free home workspace
Comfortable using browsers such as Chrome, Firefox, or Safari
Ability to type at least 25 WPM
Strong verbal and written communication skills
Proficiency with Microsoft Word and Excel
Ability to learn and use multiple systems, windows, and monitors
Strong attention to detail, critical thinking, and problem-solving skills
Professional fluency in English (CEF C1 or higher)
Must reside in an approved state*
Home Internet that meets the following requirements:
30 Mbps download
15 Mbps upload
100ms ping or less
40ms jitter 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

Preferred Qualifications

(Not required but great to have!)

Previous customer service or contact center experience
Familiarity with Amazon Connect, Connect Assistant, or similar technologies
Some college coursework
Experience in education or eLearning support

Compensation

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.

Additional Information

This job description outlines primary responsibilities but may not list every duty. Responsibilities may shift based on business needs.

Encoura is an equal opportunity/affirmative action employer. We consider all qualified applicants for employment regardless of race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, veteran status, or other protected categories.

About Us

Encoura’s mission is to empower students and institutions to create meaningful connections so everyone can make the most informed decisions to achieve their goals. Since 1972, the Company has evolved its products and services to better represent the link between students and higher education institutions and to create the highest probability of student success. 

Encoura’s expertise now spans enrollment, research, marketing, student success, and advancement and provides an unmatched combination of higher education experience and innovative solutions for colleges and universities. The Company also offers Encourage® — the nation’s largest free college and career planning program used by millions of high school students and educators nationwide. 

It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. All applicants must be eligible to work in the U.S. 

Encoura endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require reasonable accommodation to complete any part of the application process or are limited in the ability and need an alternative method for applying, please contact the Talent Team. 

Applicants from California, please review the CA HR Privacy Notice. 

To review our privacy policy, please click this link: https://encoura.org/privacy-policy/ 