Client Support Specialist

Cisive leads the industry in background screening, monitoring accuracy, quality, and trust for 40+ years. We work to empower the world’s largest and most highly regulated industries to optimize their talent programs and make their workspaces safer. Our PreCheck and Driver iQ vertical-specialized brands lead the healthcare and transportation industries with the most accurate background screening available. We believe in only the highest standards when it comes to an organization's safety and success.

Job Summary

This role is responsible for taking inbound calls from clients. This team member will manage and maintain incoming client and applicant requests and work closely with internal teams to ensure client needs and external service levels are met.

Duties and Responsibilities

• Leverage and navigate web-based applications and tools, for use in managing client accounts. This will include ordering reports and services for clients within established service level norms, which includes, drug tests, international, business information, education and background screening reports. 
• Manage positive relationships with clients to ensure customer retention. 
• Handle and resolve client support calls and/or emails to achieve first contact resolution, whenever possible. 
• Provide excellent customer service to clients.
• Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided to the client. 
• Meet set expectations for call center metrics and client turnaround times. 
• Apply appropriate scripts and templates as deemed necessary by management. 
• Must be punctual and follow schedule to ensure Service Level Agreements are maintained. 
• Proactive in approach to issue/dispute resolution. 

Minimum Qualifications

• High school diploma or equivalent required.
• 2 years of experience in an inbound customer service environment, or equivalent education experience.
• Experience in background screening or other analytical review role preferred.
• Demonstrated ability to organize and manage multiple priorities.
• Strong problem analysis and problem resolution skills.
• Strong computer skills with experience using Microsoft Office Suite required.
• Ability to maintain client privacy in compliance with all applicable laws.
• Excellent communication skills.
• Available for rotational weekend shifts.
• Experience with salesforce is a plus.