Senior Customer Service Representative

Job Summary

Serving as a frontline escalation point, the full-time remote Senior Customer Service Representative will deliver high-quality support via phone, chat, and email while mentoring junior staff and driving first-contact resolution in a public-sector education environment.

Key responsibilities

• Serve as the first point of escalation for complex inquiries, ensuring timely and accurate resolution
• Handle inbound and outbound contacts with professionalism, empathy, and urgency across multiple channels
• Mentor junior CSRs through coaching and knowledge sharing while contributing to process improvement initiatives

Required qualifications

• 3+ years of experience in a call center, customer service, or contact center environment
• Demonstrated experience handling contacts across voice, chat, and email channels
• Proficiency with CRM or case management platforms
• Ability to work effectively in a fast-paced, high-volume environment
• Strong problem-solving skills with a track record of ownership and follow-through to resolution