We are Cambium Assessment, a Cambium Learning® Group company.
As the leader in online testing for K-12 state education standards, Cambium Assessment delivers secure, reliable, and scalable assessment solutions that improve student performance while supporting state education accountability. Through proven technology, research-backed psychometrics, and advanced machine learning, our solutions help reduce test time for students while improving educational outcomes.
We’re looking for smart, creative, and enthusiastic individuals to join our innovative team of data and reporting analysts, test and content developers, psychometricians, and project management professionals.
Job Over View:
The Client Service Center Agent ensures delivery of excellent customer service through prompt, professional, and accurate account of inquiries, and then provides thorough and clear resolutions. They are the first point of customer contact (Tier 1) for general questions (fulfillment issues, functionality, reporting, etc.,) and refers and escalates unresolved issues to designated contacts.
Job Responsibilities:
• Answers phones, voice and electronic mail to respond to customer requests
• Transfers customer calls to appropriate staff
• Identifies, documents, researches, and resolves customer issues using the call tracking system
• Follows-up on customer inquiries not immediately resolved
• Manages open calls to ensure prompt resolve
• Recognizes, documents and alerts manager of trends in inquiries
• Recommends process improvements• Creates and reviews documentation, reference material, Frequently Asked Questions, etc.,
• Refers unresolved customer issues to designated departments for further instruction and / or resolve
• Other duties as assigned
Job Requirements:
Previous customer service experience required
• High School diploma or GED required, Bachelors degree preferred
• Excellent communication skills (verbal and written; must be able to communicate with all levels of staff)
• Superb customer service skills (must have good phone etiquette)
• Detail orientated (must be able to organize and commit to large amounts of information)
• Superior listening skills
• Enjoys problem solving and troubleshooting issues
• Able to multi-task and manage calls (should be able to field the calls and update the Help Desk ticket simultaneously)
• Must be able to learn and disseminate new information
• Computer skills required; proficiency with a keyboard
• Needs to work in a team atmosphere
• Ascertain prioritization of inquiries and possess a sense of urgency
• Ability to learn customer service software applications (familiarity with Contactual call-logging software a plus)
• Intermediate Excel, Word, and Outlook skills
Why Work With Us?
When you work with Cambium Assessment, you’ll be helping to design and build inspiring solutions that make a real impact on the online testing industry, as well as the educators and students we support.
We currently serve more than 1/3 of U.S. students with numerous patents and industry-standard certifications. In the 2018–2019 school year, we delivered more than 60 million tests to 860,000 simultaneous testers with an average 1/10 second response time. We have the most advanced features of any online testing system, and we continue to push boundaries for student performance measurement.
Our ground breaking work includes:
Advanced computer-adaptive algorithms
Mobile support of user interfaces
Learning management systems with social media features
Universally accessible user interfaces
Machine scorable items
To learn more about our organization and the exciting work we do, visit www.cambiumassessment.com
An Equal Opportunity Employer
We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.