Client Service Center Senior Agent
Location: Dallas, TX
Job Type: full-time
Company: CAI Cambium Assessment, Inc.
Job Description Apply Now
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 Location: Remote, US. Candidates must reside and work within the United States.
Job Overview:
Cambium Assessment is seeking an energetic, reliable professional who enjoys mentoring, supporting, and motivating others to join our Client Service Center as a Senior Agent. In this role, you will play a key part in training and mentoring agents during our peak training season (October through February), with opportunities to support agent development throughout the year as business needs arise. This position is ideal for someone who is passionate about customer service, team development, and continuous improvement. Please review the expectations and qualifications carefully before applying.
Job Responsibilities:
Serve as the first point of contact (Tier 1) for customers, responding to general inquiries related to fulfillment, system functionality, reporting, and related topics
Respond to customer inquiries via phone, voicemail, and electronic communications in a timely and professional manner
Identify, document, research, and resolve customer issues using the call tracking system
Escalate complex or unresolved issues to the appropriate internal teams for further investigation or resolution
Follow up on customer inquiries to ensure issues are fully resolved and customer expectations are met
Manage and monitor open cases to support timely resolution
Create and monitor reports as needed to support team operations and service quality
Identify trends in customer inquiries and proactively communicate insights to the manager
Recommend process and workflow improvements to enhance the customer experience
Create, review, and maintain documentation, reference materials, and Frequently Asked Questions (FAQs)
Assist with new hire training and onboarding (“nesting”) support as needed
Job Requirements:
High school diploma or equivalent required; college coursework or an associate degree is a plus
One or more years of customer support or call center experience preferred
Experience supporting assessments or working in a helpdesk environment is a plus
Strong verbal and written communication skills
Demonstrated reliability with a consistent record of attendance
Ability to work a flexible schedule as business needs require
Detail‑oriented and resourceful with strong problem‑solving skills
Willingness to learn new tools, processes, and subject matter
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.