承包商支持代表（法语/英语）
Contractor Support Representative (French/English)
在一家真正相信自己所做之事的公司工作，是件有趣的事！
我们致力于将热情和客户关注带入业务中。
在Cisive，我们的愿景是让找到合适人才变得轻松。我们提供以技术为核心的背景调查、身份验证和持续监控解决方案，帮助组织有信心地招聘和管理员工。
我们的价值观
- 诚信为先：我们在所有工作中坚持最高的道德标准。
- 勇于创新：我们挑战现状，拥抱新兴技术，并不断优化我们的解决方案，以满足行业需求。
- 共同成功：我们打破壁垒，分享知识，推动跨部门、品牌和全球办公室的团队合作，实现共同目标。
- 客户至上：我们超越交易性互动，成为风险缓解和员工管理方面的可信赖合作伙伴。
- 永远领先一步：我们积极寻求有助于我们及客户保持领先的知识。
职位概述
该职位负责处理来自客户的来电。该团队成员将管理并维护客户和申请人的请求，并与内部团队紧密合作，确保客户需求和外部服务水平得到满足。
职责和任务
- 使用和操作基于网络的应用程序和工具，用于管理客户账户。这包括在既定服务级别规范内为客户订购报告和服务，包括药物测试、国际信息、企业信息、教育和背景调查报告。
- 维护与客户的良好关系，以确保客户留存。
- 处理并解决客户支持电话和/或电子邮件，尽可能实现首次接触解决。
- 为客户提供优质服务。
- 与内部团队紧密合作，快速解决首次接触无法解决的问题。确保定期向客户更新情况。
- 达到设定的呼叫中心指标和客户响应时间要求。
- 根据管理层的判断，适当使用脚本和模板。
- 必须守时，遵守安排，以确保服务等级协议得到维持。
- 在问题/争议解决方面采取主动态度。
最低要求
- 需要高中文凭或同等学历。
- 在 inbound 客户服务环境中具有2年经验，或同等教育背景。
查看英文原文
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
At Cisive, our vision is to make securing the right talent effortless. We provide technology-first background screening, identity verification, and continuous monitoring solutions that help organizations hire and manage their workforce with confidence.
Our Values
- Integrity First: We uphold the highest ethical standards in everything we do.
- Innovate Fearlessly: We challenge the status quo, embrace emerging technologies, and continuously refine our solutions to stay ahead of industry needs.
- Win Together: We break down barriers, share knowledge, and champion teamwork across departments, brands, and global offices to achieve our collective goals.
- Customer Obsessed: We go beyond transactional interactions to become trusted partners in risk mitigation and workforce management.
- Stay One Step Ahead: We proactively seek knowledge that helps us—and our clients—stay ahead of the curve.
Job Summary
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.
Duties and 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.
Minimum Qualifications
- High school diploma or equivalent required.
- 2 years of experience in an inbound customer service environment, or equivalent education experience.
- Experience in background screening or other analytical review role preferred.
- 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.
- Available for rotational weekend shifts.
- Experience with salesforce is a plus.
- Bi-lingual French/ English is a plus.
Leveling
·
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
Working conditions
This job operates in a professional office environment or remotely. This role routinely uses general office equipment.
Physical requirements
- Ability to communicate clearly and exchange accurate information constantly.
- Constantly operates computer, keyboard, copy machine, phone, and other general office equipment.
- Ability to occasionally move objects up to 10 lbs.
Direct reports
None.
Originally posted on Himalayas