Primary Purpose of the Job

The service liaison between the client and Verified Credentials.  Delivers exceptional client-centric service by delivering prompt and effective solutions, through clear communication, reducing the need for repeat inquiries, and striving for all support related interactions to be resolved on the first contact.

Supervisory Responsibility

Does not directly supervise team members. 

Essential Duties

• Develop and maintain positive client relationships by working as part of a team to manage inbound and outbound client calls, emails, and chat in a professional manner and per training guidelines.
• Utilize resources to personalize interactions with clients while using a proactive and positive approach.
• Respond promptly to incoming calls, voicemails, emails, and chat inquiries.
• Effectively track and disposition incoming calls, emails, and chats in the organization’s CRM system.
• Resolve requests, problems, orders, and technical issues promptly and accurately to retain our clients’ service and loyalty.
• Keep leadership informed of issues or inquiries that indicate potential client dissatisfaction.
• Process drug testing and health screening service orders in a compliant manner that meets or exceeds departmental standards.
• Provide additional service recommendations to existing accounts.
• Stay informed of current policies and procedures.
• Accepts coaching and feedback and takes necessary steps to improve performance through commitment to learning and growth.
• Continue professional development through ongoing training and education, along with cross training to aid other operational departments.
• Other duties as assigned.

Required Skills

• Self-motivated, eager to take initiative, and committed to delivering exceptional client experiences.
• Positive team play with excellent interpersonal skills to engage professionally with clients and business units.
• Strong written and verbal communication, problem solving, and multi-tasking abilities.
• Intermediate proficiency in Microsoft Suite with the ability to interpret reports and provide insight to clients.
• Ability to effectively perform responsibilities under occasionally stressful situations, including meeting daily, weekly, monthly, quarterly, and/or annual standards and workload expectations.
• Ability to simultaneously manage multiple interaction channels including phone calls, emails, and chats while maintaining a high level of quality and productivity.
• Ability to work any shift and required overtime based on business needs.

Required Education and Experience

• High school diploma or GED equivalent
• 1-2 years' experience in client service and data entry

Physical and Mental Demands

• Prolonged periods of sitting and standing at a desk and while working on a computer. 
• Ability to lift up to 10 pounds on an occasional basis.
• Regular and predictable attendance. 
• Regular interaction with other team members, including spontaneous and planned video meetings. 

This job description does not include the marginal functions of the job that are incidental to the performance of fundamental job duties. All duties and responsibilities, including regular and reliable attendance are essential job functions and requirements and are subject to possible modification to reasonably accommodate qualified individuals with disabilities. To perform this job successfully, the incumbent(s) must possess the skills, aptitudes, and abilities to perform each duty proficiently, with or without reasonable accommodation. Some individuals who pose a direct threat or significant risk to the health or safety of themselves or others may be unable to perform this job. The requirements listed in this job description are the minimum levels of knowledge, skills, or abilities necessary for the job, with or without reasonable accommodation.