[Hiring] Client Service Center Agent @Cambium Learning Group

Role Description

The Client Service Center Agent plays a key role in delivering an exceptional customer experience. You will be the first point of contact (Tier 1), helping customers resolve questions quickly and confidently related to fulfillment, functionality, or reporting. This role is ideal for someone who enjoys problem-solving, thrives in a fast-paced environment, and takes pride in helping others.

Job Responsibilities

• Respond to phone, voice, and electronic inquiries with professionalism and urgency
• Route calls to the appropriate team members when needed
• Identify, document, research, and resolve customer issues using the call tracking system
• Follow up on inquiries to ensure complete resolution
• Manage open cases and keep them moving toward timely closure
• Spot and share trends in customer inquiries
• Recommend improvements to enhance the customer experience
• Create and maintain helpful resources (e.g., documentation, FAQs)
• Escalate complex or unresolved issues to the right teams
• Support additional tasks as needed

Qualifications

• Customer service experience required
• High school diploma or equivalent required; college coursework or an associate degree is a plus
• Strong communication and interpersonal skills (written, verbal, and phone etiquette), with the ability to engage effectively across all levels
• Excellent customer service, listening, and problem-solving skills with a focus on delivering positive outcomes
• Highly detail-oriented with strong organizational skills
• Ability to multitask in a fast-paced environment (e.g., handling calls while updating tickets) with strong prioritization skills and sense of urgency
• Quick learner with the ability to absorb, apply, and communicate new information and processes
• Basic computer skills and keyboard proficiency; ability to learn customer service systems (Contactual experience a plus)
• Team-oriented mindset with the ability to collaborate effectively
• Intermediate proficiency in Excel, Word, and Outlook

Job Location

Remote, US. Candidates must reside and work within the United States.

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.