HireRight

Client Engagement Specialist

HireRight

full-time

Posted on:

Location Type: Hybrid

Location: Nashville • Oklahoma • South Carolina • United States

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About the role

  • Resolves issues of low, moderate and occasionally high complexity with a consistently high level of accuracy
  • Communicate account changes/corrections and document tracking requests to appropriate internal teams
  • Assist with account modification, profile management and training for existing clients
  • Provides application, integration and service support to customers with a consistently high level of accuracy
  • Support complex client requests and assist the organization in continuous improvement and increased customer satisfaction
  • Customer Service Specialist II duties
  • Handle highly escalated issues with multiple levels of internal and client management
  • Provide assistance to management completing delegated tasks as assigned
  • Participate in Customer Cure Plan and Recovery efforts (i.e. manage issues log, participate in meetings, communicate to team members and others)
  • Drive detailed problem resolution, typically eliminating root cause
  • Resolve escalated issues
  • Participate in Service Excellence and cross-functional projects
  • Perform Outreach and coordinate conference calls to drive resolution of operational and technology related issues
  • Write process documentation or update work instructions
  • Develop and deliver ad hoc and structured customer service training
  • Follow up with customers in a timely fashion

Requirements

  • H.S. Diploma Required
  • Associates Degree or Higher Preferred
  • 2 - 4 years Customer Service OR 2 Years in Background Screening or similar industry
  • Attentive to detail and consistency in delivery
  • Ability to organize tasks, multi-task and manage time efficiently
  • Critical thinking and diagnostic skills
  • Ability to analyze, see trends and identify patterns
  • Excellent follow-up communication and expectation setting
  • Bi-lingual a plus
  • Familiarity with Customer Relationship Management or Case Management Software beneficial
Benefits
  • Medical
  • Dental
  • Vision
  • Paid Life/AD&D Insurance
  • Voluntary Life Insurance
  • Short & Long Term Disability
  • Flexible Spending Accounts
  • 401K
  • Generous Vacation and Sick Program
  • 10 Paid Holidays
  • Education Assistance Program
  • Business Casual Attire
  • Generous Referral Program
  • Employee Discounts and Rewards
  • And much more!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
problem resolutionprocess documentationcustomer service trainingaccount modificationprofile managementintegration supportservice supportdata analysistrend identificationdiagnostic skills
Soft Skills
attention to detailtime managementmulti-taskingcritical thinkingcommunicationcustomer satisfactionorganizational skillsfollow-upexpectation settingescalation management
Certifications
H.S. DiplomaAssociates DegreeCustomer Service certificationbi-lingual certification