Customer Service Representative

Role overview

This part-time remote Customer Service Representative position supports learners, partners, and community members by delivering prompt, accurate, and courteous help. The role is centered on answering questions, guiding people through programs, platforms, and resources, and making sure each interaction reflects a respectful and inclusive approach.

What you will do

• Handle incoming questions and requests through email, chat, and phone.
• Assist users in understanding and using programs, online platforms, and available resources.
• Work through service-related problems and provide clear resolutions whenever possible.
• Record each interaction in internal systems with accurate and complete notes.
• Escalate more complex issues to the appropriate internal team when needed.
• Follow up on open cases to confirm they are resolved satisfactorily.
• Collect user feedback and surface common issues or trends.
• Partner with internal teams to improve service processes and communication.
• Maintain confidentiality, service standards, and organizational values in every exchange.

Qualifications

• Previous experience in a customer-facing role, ideally in customer service, with a strong focus on respectful and inclusive communication.
• Experience delivering responsive customer support, including question handling, issue resolution, and clear documentation.
• History of helping improve customer experience and satisfaction through proactive follow-up and practical problem-solving.
• Strong spoken and written communication skills in en_US, with the ability to explain information clearly to varied audiences.
• Comfort working with remote communication tools, CRM or ticketing systems, and common office software.
• Ability to work independently in a remote setup, organize tasks well, and manage multiple priorities.
• Team-oriented mindset, openness to feedback, and willingness to improve service quality continuously.
• Experience in education, community engagement, or nonprofit settings is an added advantage.

Additional information

This is a remote, part-time position based in the United States. The role emphasizes confidentiality, consistency, and alignment with organizational values in day-to-day support work.