We are a comprehensive global background screening firm offering onboarding, drug testing, & risk mitigation solutions.
Candidate Experience Representative II-2
Location
United States
Posted
2 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Candidate Experience Representative II-2
Cisive
Role Description This role is responsible for providing superior customer service and technical support to end-users of our pre-employment and onboarding portal. - Handle a heavy volume of inbound calls, emails, and chats working in a work queue environment. Make outbound contacts as needed. - Partner with peers and supervisor to monitor and maintain coverage of all contact streams. - Achieve first contact resolution, whenever possible. Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided. - Troubleshoot and resolve candidate concerns including, but not limited to login issues, error messages, submission of required forms, scheduling of fingerprint and drug screening appointments, etc. - Must be able to maintain applicant/client privacy in compliance with all applicable laws. - Assist candidates with disputes or consumer statements as required by FCRA. - Maintain accurate record of contacts and interactions. - Create positive relationships with contacts to ensure satisfaction and retention. Qualifications - High school diploma or equivalent required. - Minimum of 2 years of customer service experience strongly preferred. - Minimum of 2 years of working in a call center environment preferred. - Knowledge of Microsoft Office Suite required, proficiency in Excel preferred. - Able to successfully learn and navigate web-based applications and tools for use in managing applicant accounts. - Experience responding to escalated calls/customer complaints and providing resolutions. - Ability to work a flexible schedule including days, evenings, and weekends. - Excellent written and verbal communication skills. - Excellent time management skills, exhibiting a sense of urgency, ensuring client deadlines are met within the required time frames. - Self-motivated and proactive in approach to issue/dispute resolution. - Adaptable to office and home office environments. - Demonstrated ability to organize and manage multiple priorities. - Demonstrated problem analysis and resolution skills. Requirements - Candidate Experience Rep I will support: - Login, ID confirmation, MFA, and other Password Concerns (Includes Student Check) - Portal Account Status Concerns - General Form Questions to include employment and address errors, general requirements, education concerns, and other general errors as trained. - RFI Assistance - Document Upload Assistance - E-signing Assistance - Express Scripts Program - Candidate Experience Rep II will support all of the above and: - Background Status Questions - Reviewing Failed Documents - I9, including candidate and delegate assistance - Fingerprinting concerns - Drug screening concerns - All other Student Check Support - Backup of Client Success Helpdesk Associate I calls and all calls that cannot be handled by overseas team - Candidate Experience Rep III will support all of the above and: - Background Review Requests - Dispute or Consumer Statement Education and Intake - Dispute Explanation and Status - BG Copy Requests - Assists operations with engaging candidate for supporting documents or information pre-background screen (RFI Support) - Utilizes in-house system for input of information to the lead if needed Working Conditions This job operates in a remote environment. 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.
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