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

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

Senior Client Service Center Agent

Key skills