Senior Call Center Agent

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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

Job Description

We are looking for a Senior Customer Service Representative to serve as a primary point of contact for employees, constituents, and community members. The ideal candidate brings exceptional communication abilities and a strong commitment to customer service. This position will be contract and onsite (Cleveland, OH).

What You’ll Do

• Provide frontline support as first point of contact for employees and constituents

• Route incoming calls to the appropriate department or team efficiently

• Interact with customers, gather necessary information, and accurately document all details

• Execute Onflo/Let’s Talk End User, Recorder Functions and Telephony functions

• Serve as Onflo/Let's Talk End User on assigned topics/teams and special projects (i.e., community response efforts)

• Identify and offer solutions to customer inquiries to support timely issue resolution

• Provide a high level of customer service to the user population that is both warm and professional at all times

• Establish and maintain positive customer relationship between the district and its constituents

• Provides how-to documentation to employees as needed

• Performs other duties as assigned

What You’ll Need

Required:

• Minimum 3 years’ customer service experience in a call center environment

• Minimum 2 years' experience in a lead and/or supervisory level role

• Proficiency in managing high call volumes and multitasking in a fast‑paced environment

• Strong verbal and written communication skills with the ability to convey information clearly and professionally

• Active listening skills to understand customer needs and respond appropriately

• Ability to de‑escalate concerns and resolve issues with patience and empathy

• Attention to detail and strong documentation skills

• Comfortable using phone systems, ticketing tools, and basic office software

• Bilingual in both English and Spanish languages (written and oral)

• Ability to work onsite weekdays from 7:00am – 5:00am EST

• High School diploma and/or GED

Preferred:

• Working knowledge of Onflo/Let’s Talk service desk platform

• Public Sector and/or K-12 school district experience

• Associate’s or Bachelor’s degree in related field

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

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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.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.