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, Cambium Learning Group delivers SaaS resources and instructional products that engage students and support teachers in fun, positive, safe and scalable environments. These solutions are provided through Learning A-Z® (online differentiated instruction for elementary school reading, writing and science), ExploreLearning® (online interactive math and science simulations, a math fact fluency solution, and a K–2 science solution), Voyager Sopris Learning® (blended solutions that accelerate struggling learners to achieve in literacy and math and professional development for teachers), and VKidz Learning (online comprehensive homeschool education and programs for literacy and science). We believe that every student has unlimited potential, that teachers matter, and that data, instruction, and practice are the keys to success in the classroom and beyond.

Job Overview:

We are looking for an individual who is energetic, reliable and enjoys mentoring and motivating people to fill the role of a Tier 1 Senior Agent. This person(s) 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. Please read the expectations and qualifications carefully.

Job 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, research, 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.
• Assisted with New Hire Training and New Hire Nesting as needed.

Job 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.
• Demonstrates resourcefulness and is detail oriented.
• Demonstrates a willingness to learn.

To apply for this opportunity, simply click on the “Apply” button and submit a cover letter and resume.

An Equal Opportunity Employer. We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.