Bilingual Customer Service Representative(Admin)-REMOTE

At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,

Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,

and the community as a whole.

We have a rich and storied history. Colibri is one of the pioneers of online professional education,

introducing some of the first web-based professional education courses in 2001. Today, the company’s

family of brands are the leading online professional education platforms in their respective end-markets.

We proudly to serve >1 million customers annually and employ more than 1,500 mission-aligned

professionals. To learn more, please visit: www.colibrigroup.com

Position Overview

We are looking for a highly organized and customer-focused individual to join our team. This role is primarily focused on back-end support and digital customer interactions, ensuring an exceptional experience through email, chat, and other online channels, while maintaining the flexibility to assist with voice support as needed.

• Customer Interaction Management:
• Efficiently manage and respond to customer inquiries via email, chat, and other digital platforms.
• Assist with elevated phone inquiries when required.
• Deliver timely, accurate, and empathetic communication, ensuring adherence to a 2-business day SLA.
• Maintain a professional and customer-first approach in all interactions.

• Multi-Channel Proficiency:
• Navigate and manage multiple communication tools and platforms effectively.
• Adapt to various customer communication styles and digital channels.

• Brand and Ecosystem Expertise:
• Develop and maintain a thorough understanding of products and services across all assigned brands within the ecosystem.
• Stay current on updates, changes, and new developments within each brand to provide accurate and up-to-date support.
• Continuously expand product knowledge to meet evolving business needs as new brands are integrated.

• Issue Resolution:
• Identify customer needs and provide appropriate solutions or alternatives within expected timeframes.
• Apply critical thinking and technical support skills to resolve issues proactively and anticipate future customer needs.
• Escalate unresolved issues to the appropriate internal teams for further resolution.

• Data Entry and Management:
• Accurately document and maintain detailed records of all customer interactions and transactions.
• Ensure all records adhere to company guidelines and standards.
• Maintain up-to-date knowledge of company products, services, and policies to provide consistent and informed support.

• Quality Assurance:
• Follow established communication guidelines, quality standards, and company policies.
• Participate in quality assurance initiatives and continuous improvement efforts to enhance customer satisfaction and team performance.

• Proven experience in customer support, particularly in digital or back-end roles.
• Strong proficiency with digital communication tools and platforms.
• Excellent written and verbal communication skills with a customer-first mindset.
• Ability to multitask, manage time effectively, and adapt to a fast-paced environment.
• Critical thinking and problem-solving skills to address customer issues efficiently.

• 401(k) matching 
• Health, Dental & Vision Insurance 
• Paid time off 
• Paid training 
• Employee Assistance Program 
• Professional Education Coursework 
• Tuition Reimbursement 

Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!