Contractor Support Representative (French/English)

Cisive • Remote - Maryland, MD

4d • Hybrid

About The Position

This role is responsible for taking inbound calls from clients. This team member will manage and maintain incoming client and applicant requests and work closely with internal teams to ensure client needs and external service levels are met.

Contractor Support Representative supports:
All inquiries received by phone for candidates and clients of eVerifile
Dispute Appeal explanation and Intake
eRailSafe Audit Interview Support
Backup for Client Success Helpdesk Associate as needed
Photo Review and Approval
Employment Verifications
Email inquiries from candidates and clients of eVerifile

Contractor Support Representative II will support all of the above and:
Support of one or more program activities
International report processing and handling
Grading/ Adjudication processing and handling
Program owner support, to include committee members as needed

Requirements

• High school diploma or equivalent required.
• 2 years of experience in an inbound customer service environment, or equivalent education experience.
• Demonstrated ability to organize and manage multiple priorities.
• Strong problem analysis and problem resolution skills.
• Strong computer skills with experience using Microsoft Office Suite required.
• Ability to maintain client privacy in compliance with all applicable laws.
• Excellent communication skills.

Nice To Haves

• Experience in background screening or other analytical review role preferred.
• Experience with salesforce is a plus.
• Bi-lingual French/ English is a plus.

Responsibilities

• Leverage and navigate web-based applications and tools, for use in managing client accounts. This will include ordering reports and services for clients within established service level norms, which includes, drug tests, international, business information, education and background screening reports.
• Manage positive relationships with clients to ensure customer retention.
• Handle and resolve client support calls and/or emails to achieve first contact resolution, whenever possible.
• Provide excellent customer service to clients.
• Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided to the client.
• Meet set expectations for call center metrics and client turnaround times.
• Apply appropriate scripts and templates as deemed necessary by management.
• Must be punctual and follow schedule to ensure Service Level Agreements are maintained.
• Proactive in approach to issue/dispute resolution.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED