Customer Service Agent 2

Position Summary: We are seeking a dedicated and learner-focused Customer Service Representative to join our team. This remote, learner-facing role is central to supporting learners as they navigate their online training programs. The ideal candidate will excel in delivering exceptional support through phone, email, and chat interactions, ensuring a positive learner experience at every touchpoint. To thrive in this position, you must be technologically proficient, adaptable, and eager to contribute to a fast-paced, dynamic environment. This role offers a unique opportunity to make a meaningful impact on learners' educational journeys while working in a collaborative and supportive remote team.  

Essential Job Functions:   
• Respond promptly and professionally to learner inquiries via phone, chat, and email, providing accurate and timely information.  

• Document and track customer interactions, feedback, and resolutions in a clear and organized manner.  

• Communicate complex information in a concise, professional, and learner-friendly way, tailoring your approach to individual needs.  

• Effectively handle challenging customer situations, demonstrating empathy and deescalation techniques, and escalating issues as needed.  

• Build positive relationships with internal teams to ensure seamless collaboration on crossfunctional tasks.  

• Uphold high standards of phone and internet etiquette, ensuring all interactions reflect professionalism and respect.  

• Stay current with product and program knowledge to provide accurate, up-to-date information to learners.  

Knowledge, Skills, Abilities:   

Required:  

• High school diploma or equivalent.  

• At least 2 years of experience in customer service.  

• Ability to work independently in a remote environment.  

• Proficiency in Windows systems, Microsoft Office (Word, Excel, Outlook), and general office equipment.  

• Self-driven with a strong willingness to learn and adapt in a dynamic role.  

Preferred (but not required):  

• Bilingual proficiency in Spanish and English.  

About Us:  At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable learners to achieve long-term success in the workplaces of the future.  Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that’s prepared for the future job market.  

Equal Employment Opportunity: We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building diverse teams – in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization – from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in.    

What We Offer: We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, and free access to our online programs.  

This position is fully remote in PA, FL, GA, IL, IN, NC, SC, TN, TX, UT, WI, AL, KS, LA, MA, MI, MO, NH, OH, OK, VA, AZ, CO, MN, NJ, NY only.