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The Senior Customer Service Specialist role is fully competent at comprehensive software and service support for the background screening customer. Individuals in this role possess specialized knowledge and are a resource for the others in the form of additional training, problem solving, work prioritization and escalation. Senior Customer Service must have experience serving multiple high profile customers and skills to apply their knowledge into improving the organization.
- Work in multi-channel support environment of phone, emails and/or online live chat.
- Resolves issues of moderate and occasionally high complexity with a high level of accuracy: drives detailed problem resolution, typically eliminating root cause.
- Serve as a liaison between HireRight and customer on problems or issues that arise: manage issues log, participate in internal or external meetings and communicate to team members and others.
- Provide assistance to management completing delegated tasks as assigned: assistance, training and coaching to team members on various types of queries if required.
- Occasionally, will manage and monitor work queues, phone lines, chat coverage to ensure adherence to Service Levels for responsiveness and turn-around time for customer issues and requests.
- May write process documentation, update work instructions, develop and deliver ad hoc and structured customer service training
- May participate in cross-functional projects if required.
- Ensure adherence to guidelines, regulations and processes where applicable while exercising judgment and reasoning abilities in order to solve problems.
- Shift pattern with working hours between 7am and 8pm.
- Quarterly Bonus Incentive
- Minimum 2-3 years’ experience in Customer Service, Contact centre (experience in Background Screening or other regulated industry is a plus)
- Must be able to provide outstanding customer service, effectively communicates information and explain difficult issues.
- Excellent written and verbal communication skills.
- Proficient in the use of all HireRight proprietary operating and reporting systems and available tools. Should have knowledge of MS Excel, PowerPoint and Word software
- Previous experience with CRM / Case ticket, logging tools such as SalesForce, CXone and automated Call preferred
- Ability to adhere to processes, procedures, confidentiality standards and guidelines during the execution of tasks and assignments
- Ability and desire to grow within the organization to positions of greater responsibility
- Additional language is a plus
- S. Diploma Required Associates Degree or Higher Preferred
HireRight offers its employees a competitive salary and a comprehensive package of benefits. From day one you will receive a training plan to get you on board quickly.
- Private Medical Care
- Multi-sport / Edenred card
- Lunch Vouchers
- Paid Lunch Break (30 Minutes)
- Quarterly Bonus
- Win per Performance Competitions
- Coffee, Tea, Hot Chocolate
- Football Table, Darts, TV
- Football & Running Teams
- Social Fund (Holiday Allowance, Glasses Voucher)
- Summer & Winter Party
- Friendly Atmosphere
- Professional Training
- Career Path & Opportunities to Grow
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. NAPBS accredited and based in Irvine, CA, 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.
