Client Services Representative - Mid Shift (11:00am - 8:00pm)
CFA Institute is the global leader in investment excellence and ethics. They are seeking a Client Services Representative to provide exceptional service to candidates, members, and prospective applicants while troubleshooting issues and collaborating with various teams to enhance customer experience.
Responsibilities
- Serve as the first point of contact for global candidates and members, providing accurate, empathetic support across voice, chat, and written channels
- Act as a brand ambassador, personalizing each interaction and striving for first-contact resolution
- Troubleshoot technical, functional, and administrative issues related to CFA Institute portals, registrations, and vendor platforms
- Handle sensitive information with professionalism and strict adherence to data-security protocols
- Collaborate with colleagues in IT, Credentialing, Marketing, and other teams to drive continuous improvement
- Maintain strong performance across customer satisfaction, productivity, quality assurance, and service metrics
- Demonstrate cultural competency and inclusivity in every interaction with our global community
Skills
- Proven success delivering frontline customer service resolving real-time issues for a diverse customer base
- Experience in a fast-paced contact center or office environment with phone- and email-based service
- Strong organizational skills and the ability to manage multiple priorities independently
- Excellent verbal and written communication skills with a professional, diplomatic tone
- Detail-oriented, tech-savvy, and eager to learn new systems and tools
- Fluency in English (additional languages a plus)
- Must reside within a commutable distance to Charlottesville, VA (required for in-office training and monthly hybrid workdays)
- Experience with Salesforce Service Cloud or similar customer service/case management platforms
Benefits
- Eligibility for annual incentives
- 12% retirement employer contribution
- Competitive medical benefits
- Comprehensive health coverage for you and your family
- Generous leave and time off
- Competitive retirement plans
- Flexible work options
- Wellness, education, and support programs
Company Overview