Customer Service Representative

About The Company North American Learning Institute (NALI) is a rapidly expanding leader in the online education sector, dedicated to providing high-quality learning experiences to students across the United States and Canada. Known for its innovative approach and commitment to excellence, NALI strives to build a high-performance team where talent, dedication, and continuous growth are highly valued. The organization fosters a dynamic and challenging environment that encourages employees to excel and advance their careers. With a focus on integrity, accountability, and student success, NALI is committed to shaping the future of online education and making a meaningful impact on learners' lives. About The Role The Customer Service Representative at NALI plays a critical role in delivering exceptional support to students and partners. This position is not typical; it demands a proactive, detail-oriented, and highly communicative individual who thrives in a fast-paced, performance-driven environment. As the frontline face of NALI, you will interact primarily via email, chat, and text, with occasional phone calls, to resolve issues, answer inquiries, and ensure a seamless experience for all stakeholders. The role requires excellent communication skills, critical thinking, and the ability to execute tasks with precision under pressure. This position offers an opportunity to be part of a high-growth team that values performance, accountability, and professional development. Qualifications

• 13+ years of customer service experience, with a preference for email and chat support
• Exceptional written communication skills
• Comfortable working across multiple systems and platforms
• Analytical mindset with a focus on solutions
• Reliable, disciplined, and consistent work ethic
• Fluent in English; proficiency in Spanish is a strong plus
• Ability to work independently in a remote environment after training
• Availability to work nights, weekends, and holidays
• Strong attention to detail; small mistakes are critical

Responsibilities

• Provide high-quality customer support via email, chat, text, and occasional phone calls
• Manage multiple conversations and systems simultaneously while maintaining accuracy
• Troubleshoot student issues and deliver clear, effective solutions
• Apply company policies and procedures accurately in real-time situations
• Communicate professionally and empathetically with students and partners
• De-escalate challenging interactions while maintaining control and confidence
• Prioritize tasks effectively to meet demanding deadlines in a fast-paced environment
• Execute tasks swiftly without compromising attention to detail

Benefits

• Competitive annual salary ranging from $41,600 to $52,000
• 100% company-paid health, dental, and vision insurance
• 401(k) retirement plan with a 3% company match
• Life insurance coverage, including ADD benefits
• 80 hours of paid time off (PTO)
• Work-from-home flexibility after successful training completion
• In-person onboarding and training support in Orlando, FL
• High-performance, growth-oriented team environment
• Clear performance-based promotion pathways

Equal Opportunity North American Learning Institute is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, disability, or any other protected status under applicable law. All qualified applicants are encouraged to apply and will be considered without bias.