[Hiring] Candidate Experience Representative II-1 @Cisive

Role Description

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

• 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.

Qualifications

• High school 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.

Requirements

• 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.