To support the training and mentoring of agents, the full-time Senior Client Service Agent will serve as the first point of customer contact for inquiries, manage issue resolution, and assist with new hire training in a remote environment. Key responsibilities Respond to customer inquiries via phone and electronic mail, addressing fulfillment issues and functionality questions Document, research, and resolve customer issues while escalating unresolved matters to appropriate departments Assist in training new hires and monitor ongoing agent performance to ensure effective service delivery Required qualifications Must be an existing Cambium Assessment Employee High school diploma required; Associate's degree preferred 1+ years of call center experience preferred Proven dedication to exceptional attendance and flexibility in schedule Assessment Helpdesk experience and process knowledge preferred