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Role Description

This role involves supporting the Background Verification department as a liaison between customers and the organization.

• Work closely with customers to identify and assess their needs in resolving existing or emerging problems.
• Manage large amounts of incoming calls and emails, addressing field and candidate questions/issues.
• Ensure excellent service standards and maintain high customer satisfaction within a 2-hour service level response time.
• Build sustainable relationships of trust through open and interactive communication.
• Perform additional program support activities as presented by management.
• Facilitate training for program processes and vendor products to end users on an ad hoc, weekly, and monthly basis.
• Liaise with management to identify and facilitate training for program challenges.
• Provide training to other support teams specific to a program.
• Assist with identifying opportunities to increase efficiency and improve customer service experience.
• Participate in weekly staff meetings and monthly training meetings.
• Create and maintain internal Process Documentation specific to the role.
• Escalate challenges to 3rd party vendors when required.
• Create and submit change requests for vendor updates and enhancements.

Qualifications

• Bachelor's degree preferred.
• 2-3 years of customer service experience.
• Ability to multi-task.
• Strong communication skills.
• Multi-system experience is a plus.

Requirements

• The typical hourly pay rate for this position is $18.27 - $27.40, negotiable depending upon experience and location.

Benefits

• Medical, vision, and dental insurance.
• Life and disability insurance.
• Eligibility to enroll in the company 401(k) plan.