Senior Customer Service Representative

Senior Customer Service Representative

As a Senior Customer Service Representative, you will serve as a frontline escalation point and experienced team resource within the CAI Call Center providing support via phone, chat, and email.

This role is responsible for delivering high-quality, empathetic support across all contact channels phone, chat, and email while mentoring junior staff and driving first-contact resolution. The Sr. CSR operates with a heightened sense of ownership, accountability, and professionalism in a public-sector education environment serving students, families, and district staff. This position will be full time and remote.

What You'll Do

• Serve as the first point of escalation for complex, sensitive, or high-priority caller inquiries, ensuring timely and accurate resolution across all supported channels
• Handle inbound and outbound contacts via phone, live chat, and email with consistent professionalism, empathy, and urgency
• Accurately document caller interactions, inquiries, and resolutions in the CRM or case management platform in accordance with CAI standards
• Mentor and support junior CSRs through real-time coaching, knowledge sharing, and floor support
• Identify recurring caller trends and surface insights to the Call Center Manager for process improvement and FAQ development
• Maintain current knowledge programs, policies, enrollment processes, and community resources to provide accurate and consistent guidance
• Adhere to all call handling protocols, verification procedures, and data privacy requirements on every interaction
• Contribute to and maintain knowledge base articles, call scripts, and standard operating procedures to support team consistency
• Participate in quality assurance monitoring and call calibration sessions, applying feedback to continuously improve performance
• Serve as a reliable coverage resource during peak volumes, high-call periods, or escalated community events

What You'll Need

Required:

• 3+ years of experience in a call center, customer service, or contact center environment
• Demonstrated experience handling contacts across multiple channels (voice, chat, email)
• Strong written and verbal communication skills with the ability to adapt tone for a diverse caller base including students, parents, guardians, and district staff
• Proficiency with CRM or case management platforms
• Ability to work effectively in a fast-paced, high-volume environment while maintaining accuracy and composure
• Strong problem-solving skills with a track record of ownership and follow-through to resolution

Preferred:

• Experience supporting a K-12, higher education, or public-sector client
• Familiarity with community services, student enrollment processes, or school district operations
• Prior experience in a managed services or outsourced contact center environment
• Experience with Talkdesk, Genesys, Five9, or similar cloud contact center platforms
• Bilingual candidates (English/Spanish) strongly encouraged to apply

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to View email address on click.appcast.io or View phone number on click.appcast.io.

It is the policy of Computer Aid, Inc. (CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

$47,000 - $52,000 per year. The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.