Client Engagement Specialist

HireRight•Nashville, TN

About The Position

Client Engagement Specialist works with clients and their applicants to facilitate accuracy and timely resolution to their requests. Individuals in this role respond to inquiries via phone, e-mail or Account Analyst tickets. Our customers are global leaders in their fields, whether it be social media, financial services, pharmaceuticals, health providers, recruitment, entertainment, digital, IT, transport and many more. The Client Engagement Specialist provides application, integration and service support to customers with a consistently high level of accuracy. The Client Engagement Specialist is competent in more than one communication channel and capable of explaining multiple service offers and has a strong sense of time management. This role can fully support complex client requests and may assist the organization in continuous improvement and increased customer satisfaction.

Requirements

H.S. Diploma Required
2 - 4 years Customer Service OR 2 Years in Background Screening or similar industry
Level 1 skills plus:
Attentive to detail and consistency in delivery
Ability to organize tasks, multi-task and manage time efficiently
Critical thinking and diagnostic skills
Ability to analyze, see trends and identify patterns
Excellent follow-up communication and expectation setting

Nice To Haves

Associates Degree or Higher Preferred
Bi-lingual a plus
Familiarity with Customer Relationship Management or Case Management Software beneficial

Responsibilities

Resolves issues of low, moderate and occasionally high complexity with a consistently high level of accuracy
Communicate account changes/corrections and document tracking requests to appropriate internal teams.
Assist with account modification, profile management and training for existing clients
Possesses unique subject matter expertise and performs functions including handling highly escalated issues with multiple levels of internal and client management.
Provide assistance to management completing delegated tasks as assigned
Participate in Customer Cure Plan and Recovery efforts (i.e. manage issues log, participate in meetings, communicate to team members and others)
Drives detailed problem resolution, typically eliminating root cause
Resolve escalated issues
May participate in Service Excellence and cross-functional projects
Perform Outreach and coordinate conference calls to drive resolution of operational and technology related issues.
May write process documentation or update work instructions
May develop and deliver ad hoc and structured customer service training
Must follow up with customers in a timely fashion