Senior Customer Service Representative

Senior Customer Service Representative Req number: R7558 Employment type: Full time Worksite flexibility: Remote Who we are reputed company is a global services firm with over 9,000 associates worldwide and a yearly reputed company of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. Job Summary As a Senior Customer Service Representative, you will serve as a frontline escalation reputed company and reputed company team resource reputed company the reputed company Call Center providing support reputed company phone, chat, and email.

Job Description

We are looking for a Senior Customer Service Representative to serve as a frontline escalation reputed company and reputed company team resource reputed company the reputed company Call Center. This role is responsible for delivering high-quality, empathetic support across reputed company 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 reputed company, families, and district staff. This position will be full time and remote. What You’ll Do Serve as the first reputed company of escalation for reputed company, sensitive, or high-reputed company caller inquiries, ensuring timely and accurate resolution across reputed company supported channels Handle inbound and outbound contacts reputed company phone, live chat, and email with consistent professionalism, reputed company, and urgency Accurately document caller interactions, inquiries, and resolutions in the CRM or case management platform in accordance with reputed company 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 reputed company knowledge programs, policies, enrollment processes, and community resources to provide accurate and consistent guidance Adhere to reputed company call handling protocols, verification procedures, and data privacy requirements on every interaction Contribute to and maintain knowledge reputed company 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 reputed company including reputed company, 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, reputed company, reputed company, or similar cloud contact center platforms Bilingual candidates (English/Spanish) strongly encouraged to apply Physical Demands Ability to safely and successfully reputed company the essential job functions consistent with the reputed company 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 #LI-AE1 Reasonable accommodation statement 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 application.accommodations@reputed company.io or (888) 824 – 8111. EEO Statement It is the policy of Computer Aid, Inc.(reputed company) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national reputed company, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of reputed company to take affirmative action to employ and to advance in employment, reputed company persons regardless of race, color, religion, sex, sexual orientation, gender identity, national reputed company, age, marital status, genetic information, disability or protected veteran status, and to reputed company reputed company employment decisions only on valid job requirements. This policy shall apply to reputed company 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 reputed company levels of employment. Employees and applicants of reputed company will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national reputed company, 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 yearThe 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. Apply To This Job