Background Screening Customer Service Representative

Basic Function:

  Serves customers by providing product and service information; resolving product and   service problems. This position is responsible   preparing Background Screening Reports with no errors within a 24- hour period.

Principal Accountabilities (Essential Functions)

Maintain turnaround time expectations based on internal and state policies.

Verify all products related to background screening by performing background scrub or verification procedures. 

Communicate with clients as needed of status of pending reports and/or provide clarifying information. 

Utilize best practices and accuracy training to deliver quality reports to clients. 

Attract potential customers by answering product and service questions, suggesting information about other products or services. 

Maintains customer records by updating account information as needed.

Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Prepares product or service reports by collecting and analyzing customer information.

Conducts consumer interviews and investigates disputed information.

Contributes to team effort by accomplishing related results as needed

Expected to have punctual, consistent attendance

Performs other duties as assigned.

Experience, Knowledge and Skills Required (Know How)

A high school diploma or GED is required with some PC knowledge, and minimum typing skills of 40-50 wpm as well as professional.  Data Entry knowledge preferred. Other skills required are Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Courteous Phone Skills, Resolving Conflict, Analyzing Information, and Multi-tasking.