[Remote] Senior Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesServe as the first point of escalation for complex, sensitive, or high-priority caller inquiries, ensuring timely and accurate resolution across all supported channelsHandle inbound and outbound contacts via phone, live chat, and email with consistent professionalism, empathy, and urgencyAccurately document caller interactions, inquiries, and resolutions in the CRM or case management platform in accordance with CAI standardsMentor and support junior CSRs through real-time coaching, knowledge sharing, and floor supportIdentify recurring caller trends and surface insights to the Call Center Manager for process improvement and FAQ developmentMaintain current knowledge programs, policies, enrollment processes, and community resources to provide accurate and consistent guidanceAdhere to all call handling protocols, verification procedures, and data privacy requirements on every interactionContribute to and maintain knowledge base articles, call scripts, and standard operating procedures to support team consistencyParticipate in quality assurance monitoring and call calibration sessions, applying feedback to continuously improve performanceServe as a reliable coverage resource during peak volumes, high-call periods, or escalated community eventsSkills3+ years of experience in a call center, customer service, or contact center environmentDemonstrated 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 staffProficiency with CRM or case management platformsAbility to work effectively in a fast-paced, high-volume environment while maintaining accuracy and composureStrong problem-solving skills with a track record of ownership and follow-through to resolutionExperience supporting a K-12, higher education, or public-sector clientFamiliarity with community services, student enrollment processes, or school district operationsPrior experience in a managed services or outsourced contact center environmentExperience with Talkdesk, Genesys, Five9, or similar cloud contact center platformsBilingual candidates (English/Spanish) strongly encouraged to applyBenefitsMedical, dental, and vision insurance401k retirement account accessPaid time offMay also be entitled to paid sick leave and/or other paid time off as provided by applicable lawCompany OverviewCAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. It was founded in 1981, and is headquartered in Allentown, Pennsylvania, USA, with a workforce of 5001-10000 employees. Its website is http://www.compaid.com.Company H1B SponsorshipCAI has a track record of offering H1B sponsorships, with 7 in 2026, 24 in 2025, 28 in 2024, 24 in 2023, 30 in 2022, 41 in 2021, 48 in 2020. Please note that this does not guarantee sponsorship for this specific role.