Client Service Center Senior Agent

Responsibilities

• Serve as the first point of customer contact for general questions regarding fulfillment, functionality, and reporting
• Answer phone, voice, and electronic mail inquiries to respond to customer requests
• Escalate unresolved issues to designated departments for further instruction or resolution
• Identify, document, research, and resolve customer issues using the call tracking system
• Manage open calls and follow up on inquiries not immediately resolved
• Create and monitor reports and recognize trends in customer inquiries
• Recommend process improvements and create/review documentation, reference materials, and FAQs
• Assist with New Hire Training and New Hire Nesting as needed

Requirements

• Must be an existing Cambium Assessment Employee
• High school diploma required; Associate's degree preferred
• 1+ years of call center experience preferred
• Proven dedication to exceptional attendance
• Flexibility in schedule
• Assessment helpdesk experience and process knowledge preferred
• Excellent oral and written communication skills
• Resourceful and detail-oriented
• Willingness to learn

About the Company

Cambium Learning Group is an award-winning educational technology solutions leader dedicated to helping all students reach their potential through individualized and differentiated instruction. The group delivers SaaS resources and instructional products that engage students and support teachers in fun, positive, safe, and scalable environments.