[Hiring] Client Engagement Specialist @HireRight

Role Description

The 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, including:

• Social media
• Financial services
• Pharmaceuticals
• Health providers
• Recruitment
• Entertainment
• Digital
• IT
• Transport
• Many more

The Client Engagement Specialist provides application, integration, and service support to customers with a consistently high level of accuracy. This role can fully support complex client requests and may assist the organization in continuous improvement and increased customer satisfaction.

Responsibilities

• Resolve 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.
• Handle 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).
• Drive detailed problem resolution, typically eliminating root cause.
• Resolve escalated issues.
• Participate in Service Excellence and cross-functional projects.
• Perform outreach and coordinate conference calls to drive resolution of operational and technology-related issues.
• Write process documentation or update work instructions.
• Develop and deliver ad hoc and structured customer service training.
• 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.

Benefits

• Medical
• Dental
• Vision
• Paid Life/AD&D Insurance
• Voluntary Life Insurance
• Short & Long Term Disability
• Flexible Spending Accounts
• 401K
• Generous Vacation and Sick Program
• 10 Paid Holidays
• Education Assistance Program
• Business Casual Attire
• Generous Referral Program
• Employee Discounts and Rewards
• And much more!