Customer Service Representative

The Customer Service Representative is responsible for delivering the highest quality customer service to our clients via phone, email, and chat. You will develop in-depth knowledge of AssureHire’s background screening software with our training program, giving you extensive product knowledge and understanding of our client base and best practices while working in an exceptional team environment.

Essential Duties & Responsibilities:

Serve as the first point of contact via phone, chat, email and web-based support portal to provide solutions

Obtain and evaluate all relevant information to handle inquiries and deliver service on software products

Research, troubleshoot and resolve support issues within response and resolution goals

Identify workarounds and communicate to customers as needed

Maintain detailed call, emails, chat and relevant client information for all customer interactions

Prioritize and resolve issues based on service level agreements and severities

Responsible for meeting customer satisfaction goals monthly

Organize work efforts using different communication channels (phone/chats/emails) to meet delivery expectations of established SLAs

Cross-departmental collaboration to resolve issues or concerns