Account Manager / Customer Service Representative

About the role

MFS Trade School is seeking a highly organized, professional, and customer‑focused Account Manager / Customer Service Representative. The role is fully remote and involves communicating with current and former students in English via phone, email, and written channels.

Key responsibilities

• Answer inbound calls, emails, and service inquiries with a professional tone.
• Make outbound follow‑up calls to students and maintain regular communication with assigned accounts.
• Assist customers with questions about courses, certifications, orders, equipment, shipping, payments, and resources.
• Track and resolve open requests, escalating to the appropriate department when needed.
• Document all interactions, customer information, and follow‑up activities accurately in the CRM.
• Monitor unresolved concerns and ensure clear resolutions.
• Identify sales opportunities, technical questions, or complaints and forward them to the relevant team.
• Support the Customer Service department with administrative and operational tasks.

Required profile

• Native‑level English fluency, both spoken and written.
• Clear, natural pronunciation and excellent listening comprehension.
• Strong professional writing skills for emails, messages, and CRM documentation.
• Previous experience in customer service, account management, customer success, or a similar client‑facing role.

Required skills