Customer Service Representative - BPO/ITeS

When you join Accurate Background, you're an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.

Responsibilities:

- Develop knowledge and understanding of specific CS functions

- Learn specific activities and retain information, and know-how

- Gain an overall understanding of Order Fulfillment

- Develop knowledge and understanding of products

- Process assigned work, independently, consistently, and accurately

- Follow provided instructions, exactly

- Follow work/break/lunch schedule

- Develop some understanding of FCRA

- Communicate with clients and applicants via phone, email and chat queues

- Provide information about products and services

- Obtain details on complaints and requests

- Process requests and then resolve them with accuracy and efficiency

- Provide training/guidance

- Analyze and interpret information received from callers using deductive and inductive reasoning skills to determine the best solution and follow through to completion

- Record details of all calls and tasks, as well as actions taken, into the CRM tool

- Communicate with supervisors, peers, leaders, and other departments regarding caller requests

- Provide tutorials and guidance on proprietary system

- Meet Accurate Background quality standards for services by adhering to client guidelines, regulations, policies, and procedures

- Contribute to team effort in maintaining service level agreements (SLA)

- Other related duties, as needed

Skills :

- Patience

- Attentiveness

- Ability to use positive language

- Persuasion

- Time Management

- Multitasking (i.e., read or type while talking on the phone)

- Empathy

- Goal-oriented focus

- Strong written and verbal comprehension and expression skills

- Previous experience with Microsoft Office Suite/Office 365 (Outlook, Word, Excel, OneNote, OneDrive)

- Ability to type 45+ WPM

https://jobs.lever.co/accurate/07e30f86-0d2f-426a-91f6-f9e3da72d110