Client Service Representative

The primary objective of the Client Services Department is to provide prompt, accurate and timely service to our clients. As most clients submit and retrieve their background checks via our online application, this position involves frequent explanation and step-by-step walk through of using a web-based system to non-technical users (HR staff, managers, business owners). While not a technical support position, experience and/or skills involving web site usage, troubleshooting, etc. is an asset.

Essential Duties and Responsibilities

* Handle a significant number of inbound and outbound transactions, providing phone and email-based support.

* Document customer transactions according to company procedures in a web-based CRM application.

* Perform account maintenance functions, such as adding and deactivating users, performing password resets, etc.

* Anticipate customer needs and deliver solutions for proactive customer service.

* Perform daily outbound calls to assigned clients regarding order status and updates.

 

* High School Diploma or Equivalent. Some college or technical college preferred.

* Experience in a professional customer service setting, business-to-business preferred.

* Demonstrated ability to solve problems within the bounds of department policies and procedures.

* Demonstrated ability to gather and assess information in a fast-paced environment.

* Proficiency in following troubleshoots procedures, include information gathering, identifying the steps being taken by the user to re-create the issue, and then documenting details to assit in the resolution or escalation of customer issues.

* Knowledge of background checks, pre-employment screening and/or human resources would be an asset to this position.

* Microsoft Outlook and Internet/Web Skills

* Listening and rapid comprehension skills; strong written and verbal communication abilities.

* Ability to remain calm and professional while dealing with difficult customers and customer situations.

* Ability to work both independently and as a team member in a collaborative environment.