Contractor Support Representative (French/English)
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. Cisive is a trusted partner for comprehensive, high-risk compliance-driven background screening and workforce monitoring solutions, specializing in highly regulated industries—such as healthcare, financial services, and transportation. We catch what others miss, and we are dedicated to helping our clients effortlessly secure the right talent. As a global leader, Cisive empowers organizations to hire with confidence. Through our PreCheck division, Cisive provides specialized background screening and credentialing solutions tailored for healthcare organizations, ensuring patient and workforce safety. Driver iQ, our transportation-focused division, delivers FMCSA-compliant screening and monitoring solutions that help carriers hire and retain the safest drivers on the road. Unlike traditional background screening providers, Cisive takes a technology-first approach powered by advanced automation, human expertise, and compliance intelligence—all delivered through a scalable platform. Our solutions include continuous workforce monitoring, identity verification, criminal record screening, license monitoring, drug & health screening, and global background checks.
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.
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
