Customer Service Representative - Bilingual English/Spanish

National Safety Council•Itasca, IL

1d•$20 - $21•Remote

About The Position

The National Safety Council is America’s leading nonprofit safety advocate. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur. We are currently looking for a Customer Service Representative that is bilingual in English & Spanish to join us in our mission to save lives and prevent injuries. 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.

Requirements

High school diploma or equivalent (GED) required.
1–2 years of customer service experience in a contact center, service‑oriented environment, or similar role involving direct customer interaction.
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 problem‑solving and critical‑thinking abilities, including the capacity to analyze information, identify solutions, and make sound decisions within defined guidelines.

Nice To Haves

Experience using multiple computer systems, web‑based applications, or learning management systems (LMS) preferred.
Experience handling phone, chat, and email communications in a fast‑paced environment preferred.
Prior experience processing secure transactions or working with sensitive data (PII/PCI) is a plus.

Responsibilities

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.
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.
Identify and escalate 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.