Bilingual Senior Client Support Representative

Asurint•Cleveland, OH

10d•Remote

About The Position

At Asurint, we’re building a leading information-based technology company in Cleveland, Ohio. Asurint is on a mission to help our customers succeed by bringing innovation, flexibility and personal ownership to background screening – all while addressing the changing regulatory landscape. We measure our efforts by the success our customers enjoy and the positive onboarding experience of their employees. We are succeeding because they succeed. Summary The Bilingual Senior Client Support Representative is responsible for providing order and account-level support through proactive communication and accurate responses to client inquiries, concerns, and requests regarding company products and services in English and/or Spanish; also triages complex inquiries, delivers exceptional customer service and collaborates with Account Managers on ad-hoc requests and projects for an assigned group of accounts.

Requirements

Fluent English and Spanish communication skills, both verbal and written, is required.
Experience providing high-volume customer service is required.
Experience with the legal/court system is preferred.
Experience with background screening is preferred.
Proficiency in MS Office (Outlook, Excel, Word, PowerPoint) or similar software is required. Relevant business management systems such as general ledger, HRIS, CRM, etc. is preferred. Salesforce is preferred.
Education: High school diploma or equivalent is required. Associate or bachelor’s degree is preferred.
Certifications or licensure: If you do any work-related driving while at Asurint, a driver’s license and ability to maintain a driving record that is satisfactory to the company’s liability insurance carrier is required.
Years of relevant experience: 2 to 5 years is preferred.
Years of experience supervising: None.

Nice To Haves

Experience with the legal/court system is preferred.
Experience with background screening is preferred.
Proficiency in MS Office (Outlook, Excel, Word, PowerPoint) or similar software is required. Relevant business management systems such as general ledger, HRIS, CRM, etc. is preferred. Salesforce is preferred.
Education: High school diploma or equivalent is required. Associate or bachelor’s degree is preferred.
Years of relevant experience: 2 to 5 years is preferred.

Responsibilities

Engages and builds relationships with clients by delivering exceptional customer service and ensuring a seamless client experience.
Communicates with clients accurately and effectively in English and/or Spanish, as needed.
Demonstrates a high level of accuracy and attention to detail while rapidly processing and documenting information.
Adheres to, achieves, and maintains customer service/support performance expectation and standards in all interactions, whether through email, chat, or telephone.
Serves as a subject matter expert for Asurint products, services, and processes.
Assists in training new Client Support Representatives.
Partners cross-functionally to identify and resolve the root causes of delays, errors, system challenges, and client issues.
Troubleshoots package and system configuration issues.
Assembles and provides reporting as requested by clients and/or Strategic Account Managers.
Demonstrates a comprehensive understanding of services we provide in order to appropriately facilitate solutions.
Identifies trends across the client base and company and works to proactively course correct as needed.
Acts as an escalation point for general client support issues.
Other duties as required.