French Canadian - Contractor Support Representative

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.

The French Canadian – Contractor Support Representative is responsible for taking inbound calls from clients in Contractor Solutions. This team member will manage and maintain incoming client and applicant requests and work closely with internal teams to ensure client needs and external service levels are met.

The candidate must be willing to work remotely in Malaysia, following a US-based work schedule.

Duties and Responsibilities

• Leverage and navigate web-based applications and tools, for use in managing client accounts. This will include ordering reports and services for clients within established service level norms, which includes, drug tests, international, business information, education and background screening reports.
• Manage positive relationships with clients to ensure customer retention.
• Handle and resolve client support calls and/or emails to achieve first contact resolution, whenever possible.
• Provide excellent customer service to clients.
• Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided to the client.
• Meet set expectations for call center metrics and client turnaround times.
• Apply appropriate scripts and templates as deemed necessary by management.
• Must be punctual and follow schedule to ensure Service Level Agreements are maintained.
• Proactive in approach to issue/dispute resolution.

Minimum Qualifications

• Proficiency in French Canadian Language (speaking, reading, writing)
• Graduate of any 2-year or 4-year course, preferred; or has at least completed 2 years of college
• 2 years of experience in an inbound customer service environment, or equivalent education experience.
• Experience in background screening or other analytical review role preferred.
• Demonstrated ability to organize and manage multiple priorities.
• Strong problem analysis and problem resolution skills.
• Strong computer skills with experience using Microsoft Office Suite required.
• Ability to maintain client privacy in compliance with all applicable laws.
• Experience with salesforce is a plus.