Customer Service Agent

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Riverside Insights

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded over 80 years

Assessments play a critical role in unlocking a person’s true potential. Actionable insights — derived from accurate, reliable and consistent data — create opportunities that help people thrive. Through our proven portfolio of trusted and precise assessment solutions, Riverside Insights offers the clarity and perspective needed to create a meaningful impact at the state, district and individual levels. We're dedicated to creating and providing a broad range of high-quality, time-tested professional testing products and services as well as delivering meaningful information that can enhance the lives of children and adults.At Riverside Insights, we are fueled by a powerful mission: to provide insights that help elevate potential. This stems from a core belief that every person should have the ability to understand their potential and be guided to the resources that enables them to realize that potential. We aspire to enrich 1B lives globally by 2030 by providing insights born of research-based assessments to students, clinical patients, and employees/companies. Elevating potential is what we do… and for over 80 years, developing and providing research-based assessments has been how we do it. Riverside is one of the preeminent and most longstanding assessment developers/publishers nationally. Riverside is a “purpose-fueled, values-led” company that is aligned behind a “PeopleFirst” ethos and a set of 5 very important core values that guide who we work with, how we make decisions, and the standard that we hold ourselves to. Riverside Insights strives for excellence. We recognize that we must have the best people, and the best people are drawn from the broadest pool of applicants. The people we need can be found only by looking across the full spectrum of race, color, religion, creed, sex, age, national origin, citizenship status, disability, qualified veteran status, genetic information, marital status, sexual orientation and gender identity.

📋 Description

• Resolve assigned customer support tickets within SLAs by prioritizing urgency and following clear resolution timelines. • Maintain steady daily ticket throughput while delivering positive, solution-focused service. • Adhere to assigned schedules and ensure full coverage of priority contact channels during peak hours. • Educate customers on new platform features, updates, and best practices, translating technical concepts into clear next steps. • Proactively guide customers toward ecommerce ordering and reinforce the benefits of self-service. • Review QA feedback and apply improvements to maintain strong quality scores. • Document tickets accurately and completely so that internal partners can pick up context without rework. • Participate actively in team and business unit meetings, contributing to a collaborative support culture. • Pursue ongoing professional development and apply new skills to improve customer satisfaction and resolution time.

🎯 Requirements

• Prior call center or customer service phone experience. • Strong professional communication skills, both oral and written. • Ability to multitask across systems, channels, and customer issues without losing accuracy. • Ability to meet deadlines and consistently hit daily ticket and coverage targets. • Proficiency with computers and standard support tools. • Reliable home internet with strong speed and stability for sustained phone and ticket work. • Strong time management, prioritization, and attention to detail. • Openness to QA feedback and a track record of acting on it. • Experience supporting customers in an education, edtech, or assessment-platform environment (preferred). • Familiarity with ticketing platforms (such as Salesforce Service Cloud, Zendesk, or similar) (preferred). • Experience guiding customers toward self-service or ecommerce purchasing options (preferred). • Comfort explaining technical platform features in plain, customer-friendly language (preferred).

🏖️ Benefits

• Medical, Dental, and Vision plans • Company paid basic life and AD and D insurance • Company paid long-term disability • Paid Parental Leave • Supplemental life insurance options • Company paid Employee Assistance Program (EAP) • Retirement plan with discretionary company matching • Flexible Spending Account (FSA) and Health Savings Account (HSA) options • Premium subscription to Calm for employee and dependents • 33 days of company paid time off (PTO, Holidays, Wellness Days) • Flexible work arrangements • Tuition Reimbursement Program • Company orientation and 30, 60, 90 Day Onboarding