Customer Service Specialist

Irvine, CA | Full time

Job ID: Customer Service Specialist [SA] Industry: Human Resources Pay Rate: $14/hr

A fast-growing South County startup focused on providing accurate background check results and building trustful relationships with our clients. We’ve got the startup family feel and a desire to help our clients succeed. If you’re passionate about the customer experience, find yourself managing projects and paying attention to detail, then you might be a fit for our open Customer Service Specialist role.

Job Summary:

Ensure proper completion of background checks by reviewing results of all aspects of report. Ensure timely completion of work queue assigned; identify possible solutions for clients for improved client experience and knowledge; work with cross-functional departments to ensure information reported is sensible, accurate and completed in a timely manner; provide recommendations to Management, Account Managers, etc. on how to improve service delivery for client; track errors identified during the background screening process and provide progress reports to management; provide client level reports as needed.

Expected Accomplishments

 

First 30 days:

  • Learn basic aspects of all background screening processes, including, but not limited to, criminal searches, employment and education verification, drug testing, credit reports, adjudication, etc.
  • Document process
  • Learn to use various client specific guidelines and how to apply them to the report
  • Manually process incoming results from designated queue

First 60 days:

  • Ramp up knowledge and skills to comfortably achieve specified daily production goals
  • Manage progress of report based on client expectations
  • Assist in solidifying process and identifying areas of improvement

On-going:

  • Maintain, if not exceed, client expectations and service level agreements; improve and service delivery as needed
  • Respond to escalated issues
  • Work closely with management in creating solutions to client requests
  • Other duties as assigned

Qualifications, Skills and Experience:

  • Experience in production environment a plus
  • Familiarity with FCRA and state compliance a plus
  • Intermediate knowledge of: MS Word, MS Outlook, and Excel
  • Strong familiarity with the internet
  • Excellent written and verbal communication skills
  • Phone experience a plus
  • Type 60 words per minute
  • Self-motivated with great attention to detail
  • Team Oriented
  • Overtime as required
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