Call Center Agent

Req NumberR7559Employment TypeFull timeWorksite FlexibilityHybridWho We AreCAI 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 SummaryAs a Customer Service Representative, you will interact and provide call enter support to employees and constituents.Job DescriptionWe are looking for a 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 DoProvide frontline support as first point of contact for employees and constituentsRoute incoming calls to the appropriate department or team efficientlyInteract with customers, gather necessary information, and accurately document all detailsExecute Onflo/Let’s Talk End User, Recorder Functions and Telephony functionsServe 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 resolutionProvide a high level of customer service to the user population that is both warm and professional at all timesEstablish and maintain positive customer relationship between the district and its constituentsProvides how-to documentation to employees as neededPerforms other duties as assignedRequiredWhat You’ll NeedMinimum 1-2 years’ customer service experience in a call center environmentProficiency in managing high call volumes and multitasking in a fast‑paced environmentStrong verbal and written communication skills with the ability to convey information clearly and professionallyActive listening skills to understand customer needs and respond appropriatelyAbility to de‑escalate concerns and resolve issues with patience and empathyAttention to detail and strong documentation skillsComfortable using phone systems, ticketing tools, and basic office softwareBilingual in both English and Spanish languages (written and oral)Ability to work onsite weekdays from 7:00am – 5:00am ESTHigh School diploma and/or GEDPreferredWorking knowledge of Onflo/Let’s Talk service desk platformPublic Sector and/or K-12 school district experienceAssociate’s or Bachelor’s degree in related fieldPhysical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standardsSedentary 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 monitorReasonable accommodation statementIf 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.$20.17 per hourThe 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.