Client Service Center Senior Agent
About The Position
Cambium Assessment is seeking an energetic, reliable professional who enjoys mentoring, supporting, and motivating others to join our Client Service Center as a Senior Agent. In this role, you will play a key part in training and mentoring agents during our peak training season (October through February), with opportunities to support agent development throughout the year as business needs arise. This position is ideal for someone who is passionate about customer service, team development, and continuous improvement. Please review the expectations and qualifications carefully before applying.
Requirements
- High school diploma or equivalent required; college coursework or an associate degree is a plus
- One or more years of customer support or call center experience preferred
- Experience supporting assessments or working in a helpdesk environment is a plus
- Strong verbal and written communication skills
- Demonstrated reliability with a consistent record of attendance
- Ability to work a flexible schedule as business needs require
- Detail‑oriented and resourceful with strong problem‑solving skills
- Willingness to learn new tools, processes, and subject matter
Responsibilities
- Serve as the first point of contact (Tier 1) for customers, responding to general inquiries related to fulfillment, system functionality, reporting, and related topics
- Respond to customer inquiries via phone, voicemail, and electronic communications in a timely and professional manner
- Identify, document, research, and resolve customer issues using the call tracking system
- Escalate complex or unresolved issues to the appropriate internal teams for further investigation or resolution
- Follow up on customer inquiries to ensure issues are fully resolved and customer expectations are met
- Manage and monitor open cases to support timely resolution
- Create and monitor reports as needed to support team operations and service quality
- Identify trends in customer inquiries and proactively communicate insights to the manager
- Recommend process and workflow improvements to enhance the customer experience
- Create, review, and maintain documentation, reference materials, and Frequently Asked Questions (FAQs)
- Assist with new hire training and onboarding (“nesting”) support as needed
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
