Englewood - CO Full Time 2 months ago

JOB TITLE: Client Service Department: Client Care Representative – Remote Work Flexibility

CLASSIFICATION: Non-Exempt

ABOUT INFO CUBIC: Info Cubic LLC is a leading provider of employment screening and drug testing for organizations of any size and structure. Our new headquarter office is located in Englewood, Colorado with an onsite fitness center, deli, private work offices, and spacious collaboration areas. Info Cubic prides itself on providing first-class customer service, industry-leading turnaround times, maximum accuracy and legal compliance expertise. We currently host a flexible remote work opportunity. Info Cubic is accredited through the National Association of Professional Background Screeners (NAPBS), ISO 9001:2015 certified and was named to 2015, 2016, 2018, 2019, 2020, 2021 HRO Today Baker’s Dozen Customer Satisfaction Ratings. Visit www.infocubic.com for additional information.

POSITION SUMMARY: This is a full-time position. Following a 90-day probationary period, this position is eligible for a quarterly bonus tied to performance, as well as generous paid time off and vacation days.

The position is within the Client Service Department is responsible for providing first-line support to clients. Team members will be expected to build and maintain an open line of communication with all Info Cubic departments. It is important that team members obtain and maintain a fundamental knowledge of each of Info Cubic departments’ processes. Client Service members will receive continuing education and training on Info Cubic product lines and software tools. All team members are expected to maintain a professional and supportive relationship with the client base and represent Info Cubic to the best of his/her abilities. Client Service members may be dedicated solely to an individual account or work in a pooled environment that contains many clients also serviced by others. The role requires very limited business travel. Info Cubic will pay for both FCRA Basic and Advanced Certification training and testing with NAPBS.

KEY RESPONSIBILITIES:

  • Exceed our client’s expectations and excel at satisfying all who encounter Info Cubic.
  • Provides first-line support to the client by serving as primary point of contact for Info Cubic client base. Expected to respond to email, voicemail, phone inquiries from client contacts within one business hour consistently.
  • Understand and execute designed escalation paths to assist client base as quickly and efficiently as possible.
  • Guide clients to place orders and all support they may require in with the system solutions.
  • Provide backup support to other members of the team when they are out of the office or unavailable for meetings/trainings. This includes following-up on open tickets, additional phone coverage, and returning any voicemail messages left in under our committed times.
  • Provide walkthrough training of Cube software tools utilized by client contacts when they are initially set up and answer ongoing questions about functionality. This may include talking them through ordering, navigation, reviewing, and retrieval process for background screens. Must also be able to explain the process for other Info Cubic products (e.g. drug testing, electronic I-9/E-Verify, applicant portal etc. as utilized by client contacts)
  • Answer incoming questions (via phone or email) from client base related to any Info Cubic product or service. This includes background screening, drug testing or other testing services, client onboarding, applicant portal, or other services.
  • Execute specific directions provided on special projects
  • Monitor chat queue to ensure responses sent to clients or applicants within 1.5 minutes
  • Place orders to clients who choose to send orders to Info Cubic for data entry
  • Present in person during internal meetings and virtually for client needs from time to time
  • Occasional paid weekend and evening training may also occur to reinforce team and company goals

PRIMARY RESPONSIBILITIES (LEVEL-SPECIFIC)
The key responsibilities of Client Care Representatives will be the same for all levels; however, each level will be responsible for specific tasks/duties. While each team member will be cross functional, priorities are listed below.

Client Care Representative (CCR)
Primary responsibilities of the CCR surround order and system updates. The CCR will apply client instructions and department processing rules to ensure orders are being updated in a timely manner. CCR will be responsible for updating pending orders and working on administrative projects with light client contact. Duties include, but are not limited to:

  • Updating report information, search data, comments, notes, researcher information, or other history to reflect order updates
  • Making changes to pending orders or accounts when change requests are received
  • Completing other client administrative projects
  • Supporting Client Service Answer Desk tickets and chats
  • Resolving Inquiries (via phone and email)
  • Completing Personal Work Queue items
  • Collaborating with other departments to determine cause/resolution of errors
  • Collaborating with a Client Service Success Manager, Account Manager and/or Executive Sponsors to support client satisfaction
  • Providing client education and training to ensure best business practices are being followed.
  • Invoicing, billing, payment questions, processing, or refund discussions
  • Updating, adding or adding basic system configuration to client accounts to meet their setting requirements including users, addresses or contact info, company name, or individual account settings like state over county preferences, verification maximums, etc.

Job Type: Full-time

Pay: $17.00 – $22.00 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday

Work Location: One location

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