Contractor Support Representative

About Cisive

At Cisive, we are passionate about our mission to simplify talent acquisition through innovative technology. Our focus centers on providing advanced background screening, identity verification, and continuous monitoring services that empower organizations to confidently hire and manage their workforce.

Our core values revolve around Integrity, Innovation, Teamwork, Customer Commitment, and Proactivity to maintain a competitive edge and deliver exceptional service.

Job Summary

This full-time, remote position offers $18 per hour and involves handling inbound client calls in both French and English. The primary responsibility is managing client and applicant inquiries, coordinating with internal teams to meet client expectations, and maintaining service levels.

Key Responsibilities

• Utilize web-based tools to manage client accounts, including ordering various reports such as drug tests, international checks, business information, education, and background screenings following service level agreements.
• Build and nurture strong client relationships to promote retention.
• Address and resolve client support communications via phone or email, aiming for first-contact resolution.
• Collaborate with internal departments to promptly resolve complex issues and keep clients updated on progress.
• Adhere to call center performance metrics and turnaround time expectations.
• Follow management-approved scripts and templates meticulously.
• Maintain punctuality and strict adherence to schedules to meet service commitments.
• Act proactively in resolving disputes and issues.

Qualifications

• High school diploma or equivalent credential required.
• At least two years of experience in inbound customer service roles, or comparable educational experience.
• Preferred experience in background screening or analytical review.
• Ability to handle multiple priorities effectively.
• Strong analytical and problem-solving capabilities.
• Proficient in Microsoft Office Suite.
• Knowledge and compliance with client privacy laws.
• Excellent verbal and written communication skills.
• Availability for rotational weekend shifts.
• Salesforce experience is advantageous.
• Fluency in both French and English is considered a plus.

Additional Role Functions

• Respond to inquiries for candidates and clients related to eVerifile services.
• Manage dispute appeal explanations and intake processes.
• Provide support for eRailSafe audit interviews and serve as backup for Client Success Helpdesk as needed.
• Oversee photo reviews and approvals, employment verifications, and email correspondence.
• For Contractor Support Representative II: additional responsibilities include supporting multiple program activities, processing international reports, adjudication grading, and assisting program owners and committee members.

Working Environment and Physical Requirements

This job is performed in a professional office or remote setting, using general office equipment like computers, phones, and copiers.
Physical tasks include occasional lifting of objects up to 10 lbs and constant clear communication using various office technology.