Candidate Experience Representative II-2

Stay One Step Ahead: We proactively seek knowledge that helps us—and our clients—stay ahead of the curve.

Job Summary

This role is responsible for providing superior customer service and technical support to end-users of our pre-employment and onboarding portal.

Duties and Responsibilities

Handle a heavy volume of inbound calls, emails, and chats working in a work queue environment. Make outbound contacts as needed.

Partner with peers and supervisor to monitor and maintain coverage of all contact streams.

Achieve first contact resolution, whenever possible. Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided.

Troubleshoot and resolve candidate concerns including, but not limited to login issues, error messages, submission of required forms, scheduling of fingerprint and drug screening appointments etc.

Must be able to maintain applicant/client privacy in compliance with all applicable laws.

Assist candidates with disputes or consumer statements as required by FCRA.

Maintain accurate record of contacts and interactions.

Create positive relationships with contacts to ensure satisfaction and retention.

Minimum Qualifications

Highschool diploma or equivalent required.

Minimum of 2 years of customer service experience strongly preferred.

Minimum of 2 years of working in a call center environment preferred.

Knowledge of Microsoft Office Suite required, proficiency in Excel preferred.

Able to successfully learn and navigate Web based applications and tools, for use in managing applicant accounts.

Experience responding to escalated calls/customer complaints and providing resolutions

Ability to work a flexible schedule including days, evenings, and weekends.

Excellent written and verbal communication skills.

Excellent time management skills, exhibiting a sense of urgency, ensuring client deadlines are met within the required time frames.

Self-motivated and proactive in approach to issue/ dispute resolution.

Adaptable to office and home office environments.

Demonstrated ability to organize and manage multiple priorities.

Demonstrated problem analysis and resolution skills.

Leveling

Candidate Experience Rep I will support:

Login, ID confirmation, MFA, and other Password Concerns (Includes Student Check)

Portal Account Status Concerns

General Form Questions to include employment and address errors, general requirements, education concerns and other general errors as trained.

RFI Assistance

Document Upload Assistance

E-signing Assistance

Express Scripts Program

Candidate Experience Rep II will support all of the above and:

Background Status Questions

Reviewing Failed Documents

I9, including candidate and delegate assistance

Fingerprinting concerns

Drug screening concerns

All other Student Check Support

Backup of Client Success Helpdesk Associate I calls and all calls that cannot be handled by overseas team

Candidate Experience Rep III will support all of the above and:

Background Review Requests

Dispute or Consumer Statement Education and Intake

Dispute Explanation and Status

BG Copy Requests

Assists operations with engaging candidate for supporting documents or information pre-background screen (RFI Support)

Utilizes in-house system for input of information to the lead if needed

Working conditions

This job operates in a remote environment. This role routinely uses general office equipment.

Physical requirements

Ability to communicate clearly and exchange accurate information constantly.

Constantly operates computer, keyboard, copy machine, phone, and other general office equipment.

Ability to occasionally move objects up to 10 lbs.

Direct reports

None.