Account Manager / Customer Service Representative

Company: MFS Trade School

Location: Remote

Schedule: Full-time

English Requirement: Native or fully native-level English fluency, both spoken and written

About the Role

MFS Trade School is looking for a highly organized, professional, and customer-focused Account Manager / Customer Service Representative.

This position requires native or fully native-level English fluency. The selected candidate will communicate with customers primarily in English through phone calls, emails, and other written channels. Applicants must be able to speak naturally, understand customers easily, and write clear, professional messages without relying on translation tools.

The Account Manager / Customer Service Representative will support current and former students, manage customer relationships, follow up on unresolved requests, and coordinate with other departments to ensure customers receive accurate and timely assistance.

This is not simply a call-answering position. We are looking for someone who can take ownership of customer accounts, build strong relationships, follow issues through resolution, maintain accurate CRM records, and provide a professional customer experience.

• Key Responsibilities Answer inbound customer calls, emails, and service inquiries professionally.
• Make outbound follow-up calls to current and former students.
• Maintain regular communication with assigned customer accounts.
• Assist customers with questions regarding courses, certifications, orders, equipment, shipping, payments, and available resources.
• Follow up on open requests and ensure they are resolved or transferred to the appropriate department.
• Identify customer needs and coordinate with Sales, Operations, Shipping, Training, Finance, or other departments when necessary.
• Document calls, conversations, customer information, and follow-up activities accurately in the CRM.
• Keep customer accounts and records complete, accurate, and organized.
• Monitor unresolved customer concerns and follow through until a clear resolution is provided.
• Escalate sales opportunities, technical questions, complaints, or complex concerns to the appropriate team member.
• Help identify opportunities to improve customer service processes and communication.
• Support the Customer Service department with administrative and operational responsibilities.
• Create or follow established customer service procedures, templates, and documentation.
• Maintain professional, patient, and helpful communication, including during difficult or sensitive conversations.

• Required Experience and Qualifications Native or fully native-level English fluency, both spoken and written, is required.
• Applicants must be able to conduct professional phone conversations entirely in English.
• Clear, natural English pronunciation and excellent listening comprehension.
• Strong professional writing skills for emails, customer messages, and CRM documentation.
• Previous experience in customer service, account management, customer success, client relations, or a similar customer-facing position.
• Excellent phone communication and interpersonal skills.
• Strong organizational, follow-up, and problem-solving abilities.
• Ability to manage multiple customer accounts, responsibilities, and priorities.
• Ability to remain calm, patient, and professional when handling complaints or difficult conversations.
• Experience using CRM systems, email, phone, and online communication platforms.
• Ability to document customer interactions accurately and consistently.
• Ability to work independently and collaborate with multiple departments.
• Reliable internet connection, a quiet workspace, and a professional remote-work environment.
• Availability to communicate and work during U.S. business hours.

• Preferred Experience Experience using HubSpot or another CRM platform.
• Experience supporting customers by phone and email.
• Experience managing customer or student accounts.
• Experience working with online courses, training programs, e-commerce, or educational services.
• Experience coordinating with Sales, Operations, Shipping, or Finance departments.
• Experience creating customer service documentation, templates, or SOPs.
• Experience using Shopify, Slack, Aircall, or similar business platforms.

What We Are Looking For

We are looking for someone who is professional, friendly, organized, proactive, and dependable.

The ideal candidate should be comfortable speaking with customers throughout the day and should communicate in English naturally and confidently. This person must be able to listen carefully, understand customer concerns, provide clear information, and take ownership of follow-up responsibilities.

We need someone who does not allow customer requests to become forgotten or unresolved. The right candidate will document each interaction, follow up consistently, coordinate with the correct department, and keep the customer informed until the issue has been addressed.

• Success in This Role Looks Like Customers receive professional, accurate, and timely assistance.
• Phone and written communication sounds natural, polished, and professional in English.
• Customer requests are documented and followed through to resolution.
• Assigned accounts receive consistent communication and follow-up.
• CRM records are accurate, complete, and up to date.
• Customer concerns are escalated with the appropriate context.
• Other departments receive clear and accurate information when their assistance is needed.
• Customers feel supported and confident in their relationship with MFS Trade School.
• No important customer request depends only on one person’s memory.

• Requirements Must have native or fully native-level English fluency in speaking, listening, reading, and writing.
• Must be comfortable handling customer calls entirely in English.
• Must be comfortable working remotely.
• Must have a reliable internet connection and professional workspace.
• Must be available during U.S. business hours.
• Must be comfortable using CRM, phone, email, and online communication systems.
• Must be organized and able to follow customer matters through completion.

How to Apply

Please send your resume and a short message explaining your experience with:

• Customer service or account management
• Handling professional customer calls in English
• Written customer communication
• CRM systems and customer documentation
• Managing follow-ups and unresolved requests
• Coordinating with other departments

Please also include:

• Your current location
• Your availability
• Your years of relevant experience
• Your level of English proficiency
• A short voice recording introducing yourself and describing your customer service or account management experience

Applications without a voice recording will not be considered. The recording will be used to evaluate spoken English fluency, clarity, pronunciation, and professional communication.