Client Success Help Desk Associate

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.

requires some rotating weekend shifts

Job Summary

This role is responsible for providing superior customer service and technical support to end-users of our pre-employment and onboarding portal.  

Duties and Responsibilities

• Handle a heavy volume of inbound calls, emails, and chats working in a work queue environment. Make outbound contacts as needed. 
• Partner with peers and supervisor to monitor and maintain coverage of all contact streams. 
• Achieve first contact resolution, whenever possible. Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided. 
• Troubleshoot and resolve candidate concerns including, but not limited to login issues, error messages, submission of required forms, scheduling of fingerprint and drug screening appointments etc.
• Must be able to maintain applicant/client privacy in compliance with all applicable laws.
• Assist candidates with disputes or consumer statements as required by FCRA. 
• Maintain accurate record of contacts and interactions.
• Create positive relationships with contacts to ensure satisfaction and retention.

Minimum Qualifications

• Highschool diploma or equivalent required.
• Minimum of 2 years of customer service experience strongly preferred.
• Minimum of 2 years of working in a call center environment preferred.
• Knowledge of Microsoft Office Suite required, proficiency in Excel preferred.
• Able to successfully learn and navigate Web based applications and tools, for use in managing applicant accounts. 
• Experience responding to escalated calls/customer complaints and providing resolutions
• Ability to work a flexible schedule including days, evenings, and weekends.
• Excellent written and verbal communication skills.
• Excellent time management skills, exhibiting a sense of urgency, ensuring client deadlines are met within the required time frames.
• Self-motivated and proactive in approach to issue/ dispute resolution.
• Adaptable to office and home office environments.
• Demonstrated ability to organize and manage multiple priorities.
• Demonstrated problem analysis and resolution skills.