Client Services Representative
Remote
Job Summary
Provide exceptional customer support via phone, email, and chat in a professional, friendly, and empathetic manner. Respond to client inquiries and resolve issues while meeting team response and resolution time goals. Educate clients on background screening services, required documentation, and the adverse action process. Assist clients with creating user accounts, processing orders, and navigating the background screening platform. Train new clients on the billing process and system functionality. Collaborate with internal departments to obtain necessary information and documentation required to complete searches. Build and maintain positive relationships with clients by delivering timely and accurate support. Perform other administrative and client service duties as assigned.
Required Qualifications
- At least high school diploma or equivalent
- At least 1–2 years of experience in a client services or customer support role within a call center environment
- Strong verbal and written English communication skills
- Excellent customer service and problem-solving skills with a positive, solution-oriented mindset
- Ability to work independently while collaborating effectively with a team
- Strong organizational skills with the ability to manage multiple tasks simultaneously
- Proficiency with Google Workspace (G Suite) and Microsoft Office applications
- Strong internet research skills and a typing speed of at least 45 WPM
- Reliable attendance and commitment to delivering high-quality client support
- Primary internet connection with a minimum speed of 15 Mbps
- Backup internet connection with at least 10 Mbps
- Backup connection must be capable of supporting work during a power outage
- Desktop or laptop equipped with at least: Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor
- A minimum of 8 GB RAM
- Must meet or exceed the performance of an Intel Core i3 processor
- Must be functional during power interruptions
- A functioning webcam
- A noise-canceling USB headset
- A quiet, dedicated home office space
- A smartphone for communication and verification purposes
Desired Qualifications
- Experience using Salesforce is preferred
- Background screening industry experience is preferred
- Proven ability to build and maintain strong client relationships
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