Horizons National is seeking a friendly, organized, and service-oriented Contact Center Representative to provide exceptional support to families, donors, volunteers, educators, affiliate programs, and community partners. This remote role serves as the first point of contact for phone, email, and online inquiries, ensuring timely, accurate, and professional assistance while supporting Horizons National's mission of expanding educational opportunities for students.
Essential Responsibilities
- Respond to inbound phone calls, emails, and online inquiries in a professional and timely manner.
- Provide accurate information about Horizons National programs, services, events, and resources.
- Assist families, donors, volunteers, and affiliate staff with questions and requests.
- Document all customer interactions using the organization's customer relationship management (CRM) or case management system.
- Resolve routine inquiries and escalate complex issues to the appropriate department.
- Schedule appointments, virtual meetings, and follow-up communications as needed.
- Maintain a high level of customer satisfaction through courteous and responsive service.
- Support registration, enrollment, and event-related inquiries.
- Collaborate with internal departments to ensure inquiries are resolved efficiently.
- Maintain confidentiality of participant, donor, and organizational information.
- Meet established service standards for response times, call quality, and customer satisfaction.
Qualifications
- High school diploma or equivalent required; associate's or bachelor's degree preferred.
- One to three years of customer service, contact center, or administrative experience.
- Experience handling high-volume phone calls and email communications.
- Proficiency with Microsoft Office (Word, Excel, Outlook) and Microsoft Teams.
- Experience using CRM, ticketing, or customer support systems is preferred.
- Excellent verbal, written, and interpersonal communication skills.
- Strong organizational, multitasking, and problem-solving abilities.
Preferred Qualifications
- Experience working in a nonprofit, education, or mission-driven organization.
- Experience supporting remote teams and virtual customer service environments.
- Familiarity with Salesforce or other CRM platforms.
- Bilingual skills are a plus.
Required Skills
- Outstanding customer service and active listening skills.
- Professional phone and email etiquette.
- Strong attention to detail.
- Ability to work independently and as part of a collaborative team.
- Excellent time management and organizational skills.
- Ability to maintain confidentiality and handle sensitive information.
- Proficiency with virtual communication and collaboration tools.
Work Environment
- Fully remote position.
- Reliable high-speed internet and a quiet, professional home office are required(we will provide equipments)
- Standard business hours, with occasional evening or weekend support during events or peak periods.
Benefits
- Remote work flexibility
- Medical, dental, and vision insurance
- Paid time off and holidays
- Retirement savings plan
- Professional development opportunities
- Employee Assistance Program
- Collaborative, mission-driven work environment
Horizons National is committed to creating an inclusive workplace where employees from all backgrounds are valued and supported. We encourage qualified candidates to apply regardless of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
Pay: $25.53 - $35.34 per hour
Benefits:
- 401(k)
- AD&D insurance
- Dental insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Parental leave
- Retirement plan
- Vision insurance
- Work from home
Work Location: Hybrid remote in Colorado Springs, CO 80920
