Client Services Representative (Hybrid)

CFA Institute•Charlottesville, VA

6d•$50,000 - $55,000•Hybrid

About The Position

Do you like solving problems, helping people across the globe, and being the trusted voice of an organization? Are you energized by fast-paced environments where every interaction makes a difference? If so, you may be the perfect fit for our Client Services team. As a CSR, you are often the only person our candidates and members speak with. That means every interaction is an opportunity to create clarity, build trust, and deliver an exceptional experience. You’ll become an expert in our programs and products, guide clients through every stage of their journey, and ensure they feel supported, informed, and confident. This role calls for emotional intelligence, sound judgment, agility, and strong communication skills. You’ll work independently while collaborating closely with teammates and cross-functional partners to ensure seamless service delivery. This is a hybrid position. While much of the work can be performed remotely, candidates must reside within reasonable commuting distance of Charlottesville, VA, as in-office presence is required approximately once per month and during select team or business needs. The regular work schedule for this role is 11:00 a.m. – 8:00 p.m. ET. This position reports to the Manager, Global Customer Care .

Requirements

Associate or bachelor’s degree preferred, or an equivalent combination of education and relevant customer service experience.
Proven success in a fast-paced customer service environment.
Strong organizational skills and the ability to manage multiple priorities independently.
High attention to detail and sound judgment.
Clear, professional, and diplomatic verbal and written communication skills.
Adaptability and flexibility in changing environments.
Fluency in English required; additional languages are a plus.
Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).

Nice To Haves

Experience with Salesforce Service Cloud or case management platforms preferred.
Experience working with global or culturally diverse audiences preferred.

Responsibilities

Provide timely and accurate support to our global community of candidates and members via phone, email, and chat, addressing questions related to education programs, membership, and product offerings.
Deliver personalized service that reflects our brand while striving for first-contact resolution.
Support clients throughout the entire customer lifecycle — from initial questions to ongoing engagement.
Troubleshoot functional, technical, and administrative issues within the CFA Institute portal.
Provide helpdesk support for external vendor platforms, ensuring issues are tracked and resolved to satisfaction.
Handle sensitive information (candidacy data, credit card, passport information) with care and in accordance with Information Security policies.
Meet and exceed performance metrics including quality, schedule adherence, productivity, and customer satisfaction.
Continuously expand your knowledge to stay current on programs, policies, and systems.
Demonstrate cultural awareness and professionalism when serving our diverse, global community.
Partner with IT, Credentialing, Marketing, Sales, and external vendors as a Subject Matter Expert to support quality service and continuous improvement.
Perform confidently under pressure, especially during high-volume periods.

Benefits

A culture that values empathy, learning, collaboration, and putting clients first.
We offer competitive compensation and comprehensive benefits, a hybrid work model that supports flexibility.
Many CSRs expand their expertise and pursue growth opportunities across teams as they build deep knowledge of our programs and client experience.
Comprehensive health coverage for you and your family
Generous leave and time off
Competitive retirement plans
Flexible work options
Wellness, education, and support programs
Professional Development
Health & Well-being
Corporate Citizenship
Culture
Inclusion & Diversity
Sustainability