Client Services Representative - Mid Shift (11:00am - 8:00pm)

CFA Institute•Charlottesville, VA

2d•$50,000 - $55,000•Hybrid

About The Position

Are you energized by helping people solve real problems? Do you thrive on delivering exceptional service in a fast-paced, global environment? As a Client Services Representative (CSR) at CFA Institute, you will be on the front lines of our Global Contact Center, serving candidates, members, and prospective applicants from around the world. Your empathy, agility, and problem-solving skills will directly shape the experience of individuals pursuing one of the most respected credentials in finance. This mid-shift role (11am–8pm ET) offers a unique opportunity to support our global audience during high-demand hours while growing your career in a mission-driven organization. CSRs gain broad organizational knowledge—an excellent foundation for future advancement across CFA Institute.

Requirements

Proven success delivering frontline customer service resolving real-time issues for a diverse customer base.
Experience in a fast-paced contact center or office environment with phone- and email-based service.
Strong organizational skills and the ability to manage multiple priorities independently.
Excellent verbal and written communication skills with a professional, diplomatic tone.
Detail-oriented, tech-savvy, and eager to learn new systems and tools.
Fluency in English (additional languages a plus).
Must reside within a commutable distance to Charlottesville, VA (required for in-office training and monthly hybrid workdays).

Nice To Haves

Experience with Salesforce Service Cloud or similar customer service/case management platforms.

Responsibilities

Serve as the first point of contact for global candidates and members, providing accurate, empathetic support across voice, chat, and written channels.
Act as a brand ambassador , personalizing each interaction and striving for first-contact resolution.
Troubleshoot technical, functional, and administrative issues related to CFA Institute portals, registrations, and vendor platforms.
Handle sensitive information with professionalism and strict adherence to data-security protocols.
Collaborate with colleagues in IT, Credentialing, Marketing, and other teams to drive continuous improvement.
Maintain strong performance across customer satisfaction, productivity, quality assurance, and service metrics.
Demonstrate cultural competency and inclusivity in every interaction with our global community.