Customer Service Representative I, Cyber & Data Resilience

Kroll • Nashville, TN

2d • Remote

About The Position

Kroll is hiring a full-time Customer Service Representative for its Identity Theft and Breach Notification practice. The position handles inbound calls from consumers eligible for Kroll products and services and from Kroll program administrators. It also provides web support to online users and Tier 1 customer service support to breach members. The role is described as remote, is associated with Kroll’s Nashville contact center, and reports to the Consumer Services Supervisor.

The representative provides accurate information about Kroll’s products, services, and delivery systems; handles customer issues and a high volume of work; protects confidential information; and completes administrative tasks as needed. The role requires 40 hours per week, specifically a 10:30 a.m.–7 p.m. shift, with flexibility for additional hours during anticipated high call volume. After-hours on-call phone support may also be requested.

Kroll provides study time and pays the costs of the Fair Credit Reporting Act (FCRA) certification exam and materials. Bilingual agents speaking Spanish, German, or French receive a pay differential. Starting pay is $15 per hour.

Requirements

• High school diploma required.
• Must be able to work 40 hours per week, specifically the 10:30 a.m.–7 p.m. shift, and be flexible to work additional hours when high call volume is anticipated.
• Proficiency in Microsoft Office products, including Word, Excel, and PowerPoint.
• Strong interpersonal and communication skills, including listening, verbal, and written communication.
• Must be flexible, enthusiastic, and possess good interpersonal skills.
• Ability to represent diverse communities through excellent written and verbal communication.
• Experience working with diverse teams.
• Ability to sit for long periods in close proximity to a computer screen.

Nice To Haves

• Two years of customer service experience preferred.
• One year of call center experience preferred.
• Bachelor’s degree preferred.
• Spanish, German, or French language skills qualify bilingual agents for a pay differential.

Responsibilities

• Answer inbound phone calls and emails in a contact center environment.
• Provide customer service support.
• Provide accurate information about Kroll’s products, services, and product delivery systems.
• Treat callers professionally and courteously.
• Maintain confidential information in accordance with company procedures and standards.
• Respond promptly to client and consumer issues and complete a high volume of tasks and assignments.
• Work effectively both independently and as part of a team.
• Study for and pass the Fair Credit Reporting Act (FCRA) certification exam.
• Complete other administrative work as needed.
• Perform duties in accordance with company procedures and standards.
• Provide web support for online users and Tier 1 customer service support for breach members.

Benefits

• Starting pay of $15 per hour.
• Pay differential for bilingual agents speaking Spanish, German, or French.
• Kroll provides study time and pays the costs of the FCRA certification exam and materials.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED