Client Engagement Specialist

About HireRight

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. PBSA accredited and based in Nashville, TN, 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.

Overview

Client Engagement Specialist works with clients and their applicants to facilitate accuracy and timely resolution to their requests. Individuals in this role respond to inquiries via phone, e-mail or Account Analyst tickets. Our customers are global leaders in their fields, whether it be social media, financial services, pharmaceuticals, health providers, recruitment, entertainment, digital, IT, transport and many more.

The Client Engagement Specialist provides application, integration and service support to customers with a consistently high  level  of accuracy. The Client Engagement Specialist is competent in more than one communication channel and capable of explaining multiple service offers and has a strong sense of time management.  This role can fully support complex client requests and may assist the organization in continuous improvement and increased customer satisfaction.

Responsibilities

• Resolves issues of low, moderate and occasionally high complexity with a consistently high level of accuracy
• Communicate account changes/corrections and document tracking requests to appropriate internal teams.
• Assist with account modification, profile management and training for existing clients
• Customer Service Specialist II duties
• Possesses unique subject matter expertise and performs functions including handling highly escalated issues with multiple levels of internal and client management.
• Provide assistance to management completing delegated tasks as assigned
• Participate in Customer Cure Plan and Recovery efforts (i.e. manage issues log, participate in meetings, communicate to team members and others)
• Drives detailed problem resolution, typically eliminating root cause
• Resolve escalated issues
• May participate in Service Excellence and cross-functional projects
• Perform Outreach and coordinate conference calls to drive resolution of operational and technology related issues.
• May write process documentation or update work instructions
• May develop and deliver ad hoc and structured customer service training
• Must follow up with customers in a timely fashion

Qualifications

Education:

• H.S. Diploma Required
• Associates Degree or Higher Preferred

Experience:

• 2 - 4 years Customer Service OR 2 Years in Background Screening or similar industry
• Level 1 skills plus:
• Attentive to detail and consistency in delivery
• Ability to organize tasks, multi-task and manage time efficiently
• Critical thinking and diagnostic skills
• Ability to analyze, see trends and identify patterns
• Excellent follow-up communication and expectation setting
• Bi-lingual a plus
• Familiarity with Customer Relationship Management or Case Management Software beneficial

What do we offer

HireRight offers a competitive benefit package which includes:

• Medical
• Dental
• Vision
• Paid Life/AD&D Insurance
• Voluntary Life Insurance
• Short & Long Term Disability
• Flexible Spending Accounts
• 401K
• Generous Vacation and Sick Program
• 10 Paid Holidays
• Education Assistance Program
• Business Casual Attire
• Generous Referral Program
• Employee Discounts and Rewards
• And much more!
• All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.

HireRight, LLC is an Equal Opportunity EmployerMinorities / Females / Veterans / DisabilitiesHireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement feeThis job description in no way states or implies that these are the only duties to be performed by a team member’s occupying this position. Team members may be required to perform other related duties as assigned, to ensure workload coverage. Team members are required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. This job description does not constitute an employment agreement between the employer and team member and is subject to change by the employer as the organizational needs and requirements of the job change. This job description is subject to change at any time.