Client Engagement Specialist
Found in: Resume Library US A2 - 1 week ago
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:
Role Purpose:
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.
Location: Poland
Working hours: 1 pm - 9 pm
Responsibilities:
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:
In exchange for your expertise, HireRight offers an excellent employee benefit package which includes:
HireRight offers its employees a competitive salary, permanent contract and a comprehensive package of benefits. From day one you will receive a training plan to get you on board quickly. Additionally, we offer:
Private Medical Care
Edenred card
Lunch Vouchers
Paid Lunch Break (30 Minutes)
Social Fund (Vacation Allowance, Glasses Voucher)
Bonus Plans
Group Life Insurance
Career Path & Opportunities to Grow
Professional Training
*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 Employer
Minorities / Females / Veterans / Disabilities
HireRight 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 fee.
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