Client Service Center Senior Agent

Cambium Learning® Group is an award-winning educational technology solutions leader dedicated to helping all students reach their potential through individualized and differentiated instruction. Using a research-based, personalized approach, we deliver SaaS resources and instructional products that engage students and support teachers in fun, positive, safe, and scalable environments.

About the role

We are looking for an energetic, reliable individual who enjoys mentoring and motivating people to fill the role of a Tier 1 Senior Agent. The primary focus will be assisting in training and mentoring agents during our training season (October through February) and as needed throughout the rest of the year.

Responsibilities

• Serves as first point of customer contact (Tier 1) for general questions (fulfillment issues, functionality, reporting, etc.)
• Answers phones, voice, and electronic mail to respond to customer requests
• Escalates unresolved issues to designated departments for further instruction or resolution
• Identifies, documents, researches, and resolves customer issues using the call tracking system
• Follows up on customer inquiries not immediately resolved
• Creates and monitors reports as needed
• Manages open calls to ensure prompt resolution
• Recognizes, documents, and alerts manager of trends in inquiries
• Recommends process improvements
• Creates and reviews documentation, reference material, Frequently Asked Questions, etc.
• Assists 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
• Previous call center experience preferred
• Excellent oral and written communication skills
• Demonstrates resourcefulness and is detail-oriented
• Demonstrates a willingness to learn