Offer summary

Qualifications:

Minimum of 3-5 years in client relations with a dedicated focus on a specific client book., Background screening or pre-employment screening experience is strongly preferred., High School Diploma or GED required; secondary education degree is strongly preferred., Excellent written and verbal communication skills, along with good problem-solving and analytical abilities..

Key responsibilities:

Serve as the escalated point of contact for client inquiries regarding background screening programs.

Perform report research and analysis, ensuring timely delivery of reports and adherence to Service Level Agreements.

Facilitate client-specific training for CSRs and provide leadership support on a daily basis.

Participate in client calls, producing detailed notes and action items, while also managing client projects and communications.

Job description

Scope of Position

The Client Success Representative serves as the escalated point of contact for any and all inquiries pertaining to the client’s background screening program and overall account workflow. As the Client Success Representative, you will play a leading role in ensuring our clients receive superior and high quality service. You will assist clients with a variety of topics, including but not limited to communication of investigative findings, daily incoming inquiries and reporting. As a Client Success Representative, you will be on a pathway to move into a Client Success Manager role. You will work closely with both the CSRs on the front lines and the CSMs to proactively provide our clients with the utmost support.

Essential Job Duties

Perform report research and analysis for internal and external customers; Ensure that reports and information requests are delivered on time and that SLA's (Service Level Agreements) are met; Monitor, enter, update, and close Service Center tickets
Facilitate and participate in client specific cross training of existing CSRs to a level that would allow for serving as the back up on any account
Provide leadership support to CSRs on a daily basis; set an example, support policies, etc.
Prepare, analyze, and determine trends for monthly account reviews; Ensure that client fact sheets are kept current and relevant; Create a program overview outline document for all assigned accounts
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
Participate in weekly, monthly and/or quarterly calls with the client producing detailed notes and actions items from the calls for accounts without account managers
Communicate compliance and program notifications via email to all 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 and being a dedicated resource to a specified book of clients
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
Excellent written and verbal communication skills
Ability to multi-task, prioritize and make sound business decisions
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

Required profile