HYBRID CUSTOMER SERVICE POSITION
About The Position
LexisNexis Risk Solutions is seeking a Customer Contact Center Assistant II to join their VitalChek Customer Support Team. This role involves providing inbound and outbound support to customers regarding vital records requests and related payment services through the VitalChek service. The position requires assisting customers with processing vital record requests, guiding them through identity verification, documentation, and agency-specific rules, and addressing questions about billing, order status, and payments. The ideal candidate will be able to clearly explain requirements, navigate multiple systems, and proactively set expectations to ensure a smooth customer experience. This is a hybrid role based in El Paso, requiring candidates to live within a one-hour driving distance of the El Paso office. New hires will work in-office for the initial training and nesting period (approximately 16 weeks). Following successful completion and meeting performance expectations, employees may be authorized to work from home for scheduled shifts, but must be able to report to the El Paso office when required.
Requirements
- Experience in a customer service, contact center, administrative, or payment processing role preferred
- Strong written and verbal communication skills, with the ability to explain processes clearly and professionally
- Ability to remain calm, professional, and solution-oriented in high-volume or stressful situations
- Strong attention to detail and commitment to accuracy when handling customer information, orders, and payments
- Strong basic computer and navigation skills
- Navigating multiple systems, screens, and applications simultaneously
- Typing and documenting information accurately in real time
- Using email, web-based tools, and internal platforms efficiently
- Strong problem-solving skills and ability to apply guidelines to real-world customer scenarios
- Ability to work both independently and collaboratively in a team environment
Responsibilities
- Respond to customer inquiries in a timely and professional manner
- Educate customers on agency-specific requirements, including documentation, identification, and processing timelines
- Assist customers with placing and managing orders for vital records and related services
- Troubleshoot and resolve customer concerns, including order issues, payment questions, and service delays
- Collaborate with team members and support partners to resolve complex issues
- Contribute to process improvements and knowledge sharing to enhance the overall customer experience
Benefits
- Country specific benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
