Customer Service Spec II

About HireRight

HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, TN, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.

Overview

The Customer Service Specialist works with clients and their applicants to facilitate accuracy and timely resolution to their requests.  Individuals in this role respond to inquiries via phone, e-mail or instant chat. Each request must be handled professionally and in a timely manner, adhering to company policies and procedures. 

Responsibilities

• Work in multi-channel support environment of phone, emails, and/or online live chat.

• Field and resolve issues of low to moderate complexity; escalate more difficult issues

• Handle routine support activities such explain results (for a credit report, driving record, etc.) to clients or applicants, instruct users on entry into online applications,  perform ad hoc data entry, build reports, perform basic account administration functions, make requests for additional items to support an investigation,  distribute mail and faxes, and other functions as assigned

• Provide great customer service to ensure every contact feels they are important.

• Ensure adherence to Guidelines, regulations and processes where applicable while exercising judgment and reasoning abilities in order to solve problems.

• Identify and send new sales leads (such as current client referrals) to a Business Development Manager.

Qualifications

Education:

• H.S. Diploma Required Associates Degree or Higher Preferred

In addition to clearing a pre-employment background check, this position will require additional security clearances including fingerprinting.

Experience:

• Minimum 2 years Customer Service/Retail/Service  OR 2 Years in Background Screening or other regulated industry

• Strong computer skills, including internet, Word, Excel, Outlook and PC Based applications.

• Excellent written and verbal communication skills in English including proper grammar. • Typing at 30 WPM

• Listening Skills

• Strict Confidentiality Standards

• Ability to adhere to processes, procedures and guidelines during the execution of tasks and assignments.

• Demonstrated ability to provide a high level of quality customer service

Knowledge & Skill:

• Entry level for support roles with no or very little prior experience.

• Works on simple and repetitive routines in standardized work.

• Acquiring basic skills of basic routine operations, following step-by-step procedures requiring little or no previous experience.

• Daily supervision is required.

• Does not need to know about the organization in order

Scope of Impact:

• Works under direct supervision and follows standard procedures to accomplish assigned tasks.

• Follows step-by-step routines or has careful oversight by others.

Strategic Planning:

• Uses existing procedures to solve routine problems; has very limited opportunity to exercise discretion.

• Decision making is very limited; duties are clearly defined, and methods and tasks are described in detail

• Receives close supervision.

Customer Focus:

• Responds to standard requests from internal or external customers.

• Has routine contacts with others, which consist of furnishing and obtaining basic facts and information.

What do we offer

HireRight offers a competitive benefit package which includes: 

• 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! 

*All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.HireRight, LLC is an Equal Opportunity EmployerMinorities / Females / Veterans / DisabilitiesHireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee

This job description in no way states or implies that these are the only duties to be performed by a team member’s occupying this position. Team members may be required to perform other related duties as assigned, to ensure workload coverage. Team members are required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. This job description does not constitute an employment agreement between the employer and team member and is subject to change by the employer as the organizational needs and requirements of the job change. This job description is subject to change at any time.