Cisive · 15 hours ago
Client Success Representative
United States
Full-time
Remote
Mid Level
3+ years exp
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Responsibilities
Handle 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.
Partner with internal teams to troubleshoot and resolve client issues.
Maintain accurate record of contacts and interactions.
Create positive relationships with contacts to ensure satisfaction and retention.
Perform case research and analysis for internal and external customers.
Monitor, enter, update, and close Service Center tickets.
Facilitate and participate in client specific cross training of partner CSRs to a level that would allow for serving as the back up on any client covered by the team.
Escalate issues/questions to the next appropriate level.
Respond appropriately to all client concerns and inquires, ensuring results and detailed action plans of corrective actions when needed, including but not limited to case/lead level status, portal questions, and specification and billing inquiries.
Work on client projects, research, and deliverables.
Work closely with Operations, IT and Finance to resolve client issues.
Serve as the first point of escalation for clients on case level and account issues.
Communicate case, compliance, and program updates and notifications to clients.
Produce Salesforce tickets.
Work to build a partnership between Cisive and the client.
Other assigned tasks on an as needed basis.
Qualification
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Required
High School Diploma or GED required
Self-motivated and proactive
Good problem solving and analytical skills
Demonstrated problem analysis and resolution skills
Excellent written and verbal communication skills
Ability to multi-task, prioritize and make sound business decisions
Excellent time management skills, exhibiting a sense of urgency, ensuring client deadlines are met within the required time frames
Able to successfully learn and navigate Web based applications and tools, for use in managing applicant accounts
Proficiency in Microsoft Office required
Ability to work independently and as part of a larger team
Client-focused
Goal oriented
Preferred
Minimum of 3-5 years of client relations or customer service experience strongly preferred
Background Screening and/or pre-employment screening experience strongly preferred
Secondary education degree strongly preferred
Salesforce experience and Target Process a plus
Company
Cisive
Cisive is a global provider of compliance-driven onboarding and pre-employment background screening solutions.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2021-11-01Acquired
Leadership Team
Jim Owens
Founder, President & CEO
Larry Neal
Chief Executive Officer
Recent News
Company data provided by crunchbase
