Senior Customer Service Representative

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. As a Senior Customer Service Representative, you will serve as a frontline escalation point within the CAI Call Center, providing high-quality support via phone, chat, and email while mentoring junior staff and driving first-contact resolution.

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:

• 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
• 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