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Job Summary

This role serves as the primary point of contact for clients, providing exceptional support, and ensuring a seamless customer experience. The CSR will handle inquiries pertaining to the client’s background screening program and overall account workflow. Ensures our clients receive superior and high-quality service throughout their journey.  This role will assist clients with a variety of topics, including but not limited to communication of investigative findings, daily incoming inquiries, and reporting. The CSR will report to the Director of Client Service and will collaborate with other members of the organization to support the client’s screening program.  An ideal candidate is proactive, client-centric, and capable of managing multiple tasks in a fast-paced environment while maintaining professionalism and accuracy.  This role has three levels (CSR I, CSR II, CSR III) with increasing responsibility, complexity, and decision-making authority.

Duties and Responsibilities

Client Service Representative I:  Novice

Support basic client inquires, process routine requests, basic operational involvement with the ability to follow established procedures.

• Handle inbound calls, emails, and chats working in a service queue environment. Makes outbound contacts as needed.
• Ensure client orders and information requests are delivered on time and that Service Level Agreements are met.
• Escalate issues/questions to appropriate internal resources.
• Efficiently partner with internal teams to solve client requests.
• Fully proficient in all internal Cisive systems and Internal SOPs
• Fully proficient in client facing systems and client SOPs
• Basic product knowledge
• Other assigned tasks on an as-needed basis
• Complete required training as assigned

Minimum Qualifications

• Minimum of 3-5 years of client relations and a dedicated resource to a specified book of clients.
• Background Screening and/or pre-employment screening experience strongly preferred.
• High School Diploma or equivalent required; Secondary education degree strongly preferred.
• Self-motivated and proactive.
• Good problem solving and analytical skills.
• Excellent written and verbal communication skills.
• Ability to multi-task, prioritize and make sound business decisions.
• Proficiency in Microsoft Office required.
• Salesforce experience a plus.
• Ability to work independently and as part of a larger team.
• Enthusiastic about loving our clients and having the honor to work with their team.
• Goal Oriented.