Customer Service Representative

3 months ago

Wilmington, United States CastleBranch Full time

** Customer Service Representative**

**Job Category****:** Customer Success **Requisition Number****:** CUSTO01446 Showing 1 location **Job Details**

**Description**

**Customer Service Representative**

**Company Summary**

**CastleBranch is obsessed with world class customer service.**

And if you are also-- you could be a fit for us. We have been providing organizations of all sizes, including nearly two-thirds of the colleges and universities across the United States, with a wide range of comprehensive solutions such as background screening, immunization record tracking, document management, drug testing and more.

CastleBranch practically invented the background screening industry as it exists today, and we continue to enjoy a steady level of growth with a loyal client base, a high-energy workforce and a corporate culture thats truly second to none.

At CastleBranch every contact with our customers is an opportunity to be their advocate and provide them with the answers they are seeking. Working in a dynamic and fast-paced environment, we are continually raising the bar and utilizing a variety of software tools to navigate and research customer accounts, and communicate effective solutions in a fun, team-based environment.

**Overview**

As a Customer Experience Specialist for CastleBranch, youll answer inquiries and communicate daily with our clients. The clients we work with are enterprise businesses, higher education institutions, and hospital/health care providers. This position builds and maintains relationships. Your goal is to work with our clients to educate and maximize use of our services from initial onboarding, and continuing through their experience with CastleBranch. Success in this role will resolve inquiries efficiently, and thoroughly, resulting in overall customer satisfaction.

**Benefits**

At CastleBranch, we set big goals with real expectations, this allows us to give our team so much in return. All full time employees are offered our medical/dental/vision plan, 401k with a matching, and complementary life insurance with unique add-on options. In addition, we love the perks we are able to provide, including:

* **Dress-** Wear anything you like to the office. Much of our business and work in this position is done over the phone. Feel as comfortable at work as you do at home

* **Growth-** Take advantage of growth opportunities within your position with our tiered compensation and responsibility scale.

* **Wellness-** Take care of your mind and body with complimentary access to Axis Fitness workout sessions, fresh fruit provided daily, access to nutritionists, and meditation/stretching sessions on the house- all on-site, of course.

* **Location-** Working just across from the Mayfair shopping center and adjacent to the Forum, you can jump on one of our bikes for eco-friendly access to loads of healthy food options.

* **Environment-** Enjoy spending your days in a fun-fueled workplace. Feel free to utilize break time by playing ping-pong, and skee-ball in our recreation space. Attend a free weekly happy hour in tekMountain Brewery, located in our lobby, while getting to know your colleagues. Inspire innovation with weekly company lunches during a tedTalk style presentation.

**Requirements**

To be considered for the Customer Experience Specialist position, please have the following in regards to:

* **Experience:** At least six-months to one year in a similar role in a call center environment with comparable goals/responsibilities (Working in a call center, operator work, working within the healthcare administration industry, *preferred education:* Bachelors degree in a related field)

* **Skills-** You must be an excellent communicator, someone who is detail oriented, and motivated. You bring experience and learned vocal de-escalation techniques. You should also understand and be able to navigate multiple systems simultaneously (*required)*.

* **Characteristics-** You have a clear, and concise communication style. You exude a positive attitude and are a team player. You bring a passion for customer service and problem solving to the table every time.

**Responsibilities**

As a Customer Experience Specialist, youll be providing world-class customer service, while meeting call goals and accuracy expectations. Each day youll also be ready to:

* **Coach** our clients on the most effective ways to use our platform and services, by telephone and e-mail.

* **Respond** to inquiries and assist customers with trouble-shooting, while ensuring accurate and pertinent information is shared with clients and team members in a timely fashion.

* **Build** effective business relationships, internally and externally: keeping a high energy and positive attitude.

* **Develop** recommendations for clients to improve their experience by conducting case and service assessments.

* **Continuously Grow** and learn to develop an expert working knowledge of all products, services, internal systems, assigned accounts, new opportunities, and competitors.

CastleBranch is an equal opportunity employer committed to creating a diverse workforce. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, service member status, amnesty or status as a covered veteran, or any other protected classification under applicable federal, state, and local laws.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Licenses & Certifications**

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