Customer Services Representative

Role Summary

We are looking for a Client Services Representative to assist clients with questions and concerns and to educate them on our background screening products and services. You will help build a direct, positive relationship with clients.

This is a remote role with no nights or weekends. You will work independently while collaborating with your team and other departments, and you will have access to ongoing training and career growth.

Key Responsibilities

• Respond to client inquiries by email, phone, and chat in a professional, empathetic manner
• Meet team goals for response and resolution times on client cases
• Educate clients on searches, required forms, and the adverse action process
• Help clients create new user accounts and process orders
• Train clients on how to use the background screening application
• Train new clients on the billing process
• Assist other departments in getting information and forms from clients needed to perform searches
• Perform other duties as assigned

Qualifications

• High School Diploma or equivalent
• 1-2 years of experience in a Client Services department in a call center environment (preferred)
• Strong verbal and written communication skills, with the ability to adjust communication style to the audience
• Positive, solution-focused attitude
• Interest in application support, service delivery, and continuous improvement
• Ability to work independently and as part of a team
• Regular and punctual attendance
• Working knowledge of G-Suite and Microsoft Office (preferred)
• Salesforce experience (preferred)
• Background screening experience (preferred)
• Proven ability to build, nurture, and retain client relationships (preferred)
• Ability to sit at a desk and work on a computer for prolonged periods
• Ability to navigate multiple windows/browsers, perform extensive internet research, and type 45 WPM (preferred)