Client Support Representative

Summary/Objective

Core Job Duties

• Provide customer service and technical support to both clients and applicants through incoming calls, emails, and chats.
• Act as the first line of contact to resolve client issues while keeping the manager informed throughout the entire process.
• Perform warm hand-offs.
• Build strong customer relationships.
• Troubleshoot and resolve technical issues reported by users or discovered during testing and maintenance.
• Submit bugs to Tier 2 support for processing and testing.
• Write detailed notes in CRM and other systems as needed.
• Schedule appointments on calendars.
• Generate reports.
• Handle confidential information with discretion.
• Assist with project management tasks.
• Adhere to company and departmental policies.

Minimum Qualifications

• High school diploma or equivalent.
• Attention to detail.
• Excellent communication skills.
• Confidence in decision-making and the ability to explain processes or choices.
• Ability to work collaboratively in a team.
• Logic and analytical skills.
• Problem-solving abilities.
• Demonstrated initiative.
• Excellent multitasking skills and task management strategies.
• Accountability and follow-through on assigned tasks.

Additional Preferred Qualifications

• One year of experience in customer service preferred.
• Experience with Microsoft Excel and Microsoft Word preferred.
• For the ProScreening team, knowledge of the background screening industry or process preferred.

Work Details

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds.
• Yes, up to 15% domestic travel may be required.
• Employee must be legally authorized to work in the United States.
• FLSA Classification: Hourly, non-exempt.
• Location: Remote - any approved U.S. states.

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