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.  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.

Scope of Responsibility

Responsible for timely and accurate turnaround on all Background Screening reports.

Problem Solving/Decision Making

This position makes decisions regarding the investigating of information updated on the Background Screening report.

Contacts and Relationships

Works well under pressure and manages time well. Must enjoy working with people. Must be able to adjust to constructive criticism directed towards the employee and the department.

Physical Environment

This position exists in an office environment with sitting at a desk, working on a computer and answering phones.

Additional Information

The incumbent must be able to work with highly confidential data that must be maintained in strict confidence.  Must work well under pressure and be able to handle and prioritize a variety of issues.