Senior Customer Service Representative

About the role

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue 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 point and experienced team resource within the CAI Call Center providing support via phone, chat, and email. Job Description We are looking for a Senior Customer Service Representative to serve as a frontline escalation point and experienced team resource within the CAI Call Center . 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.

Responsibilities

• 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

Requirements

• 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
• #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@cai.io or (888) 824 - 8111.
• EEO Statement

Benefits

Additional Information

Senior Customer Service Representative Req number: R7558 Employment type: Full time Worksite flexibility: Remote

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