Client Support Representative

Work Location: Remote Home Office

About Us

At Verified Credentials our mission is to provide a remarkable client experience with a spirit of service, commitment, and excellence in all that we do. As a leading background screening company and pioneer in the industry we have an open and inclusive company culture and welcomes applications from individuals of all backgrounds. Verified Credentials fosters and maintains a culture of active engagement and collaboration among a geographically dispersed workforce across the country who work with a high degree of autonomy. We are growing and seeking a dynamic individual who is willing to put forward and execute on new ideas. Your knowledge, skills and abilities will be valued and respected, and you will have the opportunity to make a real difference.

Primary Purpose of the Job

The service liaison between the client and Verified Credentials. Delivers exceptional client-centric service by delivering prompt and effective solutions, through clear communication, reducing the need for repeat inquiries, and striving for all support related interactions to be resolved on the first contact.

Supervisory Responsibility

Does not directly supervise team members.

Essential Duties

• Develop and maintain positive client relationships by working as part of a team to manage inbound and outbound client calls, emails, and chat in a professional manner and per training guidelines.
• Utilize resources to personalize interactions with clients while using a proactive and positive approach.
• Respond promptly to incoming calls, voicemails, emails, and chat inquiries.
• Effectively track and disposition incoming calls, emails, and chats in the organization's CRM system.
• Resolve requests, problems, orders, and technical issues promptly and accurately to retain our clients' service and loyalty.
• Keep leadership informed of issues or inquiries that indicate potential client dissatisfaction.
• Process drug testing and health screening service orders in a compliant manner that meets or exceeds departmental standards.
• Provide additional service recommendations to existing accounts.
• Accepts coaching and feedback and takes necessary steps to improve performance through commitment to learning and growth.
• Stay informed of current policies and procedures.
• Continue professional development through ongoing training and education, along with cross training to aid other operational departments.
• Other duties as assigned.

Required Skills:

• Self-motivated, eager to take initiative, and committed to delivering exceptional client experiences.
• Positive team play with excellent interpersonal skills to engage professionally with clients and business units.
• Strong written and verbal communication, problem solving, and multi-tasking abilities.
• Intermediate proficiency in Microsoft Suite with the ability to interpret reports and provide insight to clients.

Required Education and Experience

• High school diploma or GED equivalent
• 1-2 years' experience in client service and data entry.

Physical and Mental Demands

• Maintain a professional demeanor, attitude, and appearance.
• Prolonged periods of sitting and standing at a desk and while working on a computer.
• Ability to lift up to 10 pounds on an occasional basis.
• Regular and predictable attendance.
• Regular interaction with other team members, including spontaneous and planned video meetings.
• Ability to effectively perform responsibilities under occasionally stressful situations, including meeting daily, weekly, monthly, quarterly, and/or annual standards and workload expectations.
• Ability to simultaneously manage multiple interaction channels including phone calls, emails, and chats while maintaining a high level of quality and productivity.
• Ability to work any shift and required overtime based on business needs.

This job description does not include the marginal functions of the job that are incidental to the performance of fundamental job duties. All duties and responsibilities, including regular and reliable attendance, are essential job functions and are a requirement. To perform this job successfully, the team member must possess the skills, aptitudes, and abilities to perform each duty proficiently, with or without reasonable accommodation. The requirements listed in this job description are the minimum levels of knowledge, skills, or abilities necessary for the job, with or without reasonable accommodation. This job description is subject to modification at any time.