Client Success Representative

Scope of Position

The Client Helpdesk CSR is responsible for providing superior service and technical support to clients’ end-users.  The Client Helpdesk CSR serves as the escalated point of contact for any and all inquiries pertaining to the client’s background screening program and overall account workflow.  You will assist clients with a variety of topics, including but not limited to communication of investigative findings, daily incoming inquiries, and reporting.  You will work closely with leaders and other departments to proactively provide our clients with the utmost support.

Essential Job Duties

• Handle 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. 
• Partner with internal teams to troubleshoot and resolve client issues.
• Maintain accurate record of contacts and interactions.
• Create positive relationships with contacts to ensure satisfaction and retention.
• Perform case research and analysis for internal and external customers.
• Monitor, enter, update, and close Service Center tickets.
• Facilitate and participate in client specific cross training of partner CSRs to a level that would allow for serving as the back up on any client covered by the team.
• Escalate issues/questions to the next appropriate level.
• Respond appropriately to all client concerns and inquires, ensuring results and detailed action plans of corrective actions when needed, including but not limited to case/lead level status, portal questions, and specification and billing inquiries.
• Work on client projects, research, and deliverables.
• Work closely with Operations, IT and Finance to resolve client issues.
• Serve as the first point of escalation for clients on case level and account issues.
• Communicate case, compliance, and program updates and notifications to clients.
• Produce Salesforce tickets.
• Work to build a partnership between Cisive and the client.
• Other assigned tasks on an as needed basis.

Education & Qualification Requirements

• Minimum of 3-5 years of client relations or customer service experience strongly preferred.
• Background Screening and/or pre-employment screening experience strongly preferred.
• High School Diploma or GED required; Secondary education degree strongly preferred.
• Self-motivated and proactive.
• Good problem solving and analytical skills.
• Demonstrated problem analysis and resolution skills.
• Excellent written and verbal communication skills.
• Ability to multi-task, prioritize and make sound business decisions.
• Excellent time management skills, exhibiting a sense of urgency, ensuring client deadlines are met within the required time frames.
• Able to successfully learn and navigate Web based applications and tools, for use in managing applicant accounts.
• Proficiency in Microsoft Office required.
• Salesforce experience and Target Process a plus.
• Ability to work independently and as part of a larger team. 
• Client-focused
• Goal oriented