About Us 

At Verified Credentials our mission is to provide a remarkable client experience with a spirit of service, commitment, and excellence in all that we do. As a leading background screening company and pioneer in the industry we have an open and inclusive company culture and welcomes applications from individuals of all backgrounds. Verified Credentials fosters and maintains a culture of active engagement and collaboration among a geographically dispersed workforce across the country who work with a high degree of autonomy. We are growing and seeking a dynamic individual who is willing to put forward and execute on new ideas. Your knowledge, skills and abilities will be valued and respected, and you will have the opportunity to make a real difference.

Primary Purpose of the Job

Ensures an exceptional client-centric service is being offered by delivering prompt and effective solutions for all inquiries on the first contact. Resolves complex client requests, serves as escalation resource and first point of contact for the Client Support Representative regarding client needs and issues and serves as subject matter expert for the department. Proactively identifies/recommends opportunities to improve the client experience, efficiencies, and quality. 

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 chats 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 all client calls, voicemails, emails, chats, and inquiries. 
• Resolve requests, problems, orders, and technical issues promptly and accurately to retain our clients' business and loyalty.
• Subject matter expert and first point of contact for CSRs to resolve complex technical issues, troubleshoot, problem solve, and answer questions; escalating concerns that indicate potential client dissatisfaction or opportunities for additional team member training. 
• Assist with coordinating and training new CSRs, including team member interaction observations and case reviews. 
• Facilitate and lead new user client training sessions.
• Maintain and update training material and resources. 
• Work closely with new CSRs to instruct them on company policies/procedures and best practices for resolving client inquiries. 
• Process drug testing and health screening service orders in a compliant manner that meets or exceeds departmental standards. 
• Communicate effectively and work collaboratively with all business unites, serving as a subject matter expert between the CSR team and other departments to help retain clients. 
• Share opportunities for continuous improvement of departmental processes, systems, and team members. 
• Track and disposition incoming calls, emails, and chats in the organization's CRM system. 
• Stay informed of current policies and procedures. 
• Continue professional development through ongoing training and education, along with cross training to aid other operational departments. 
• Other duties as assigned. 
  
   

Required Skills

• Client relationship management to develop and maintain positive interactions with clients, ensuring satisfaction, retention, and loyalty through professional and personalized communication. 
• Problem-solving and troubleshooting to resolve complex client issues, technical challenges, and escalations efficiently while identifying opportunities for process improvement. 
• Communication and collaboration to clearly articulate solutions, assist team members with inquiries, and work cross-functionally with other departments to enhance client support. 
• Training and mentorship to coordinate and facilitate training sessions for new team members and clients, ensuring adherence to best practices and company procedures. 
• Attention to detail and accuracy to process orders, track client interactions, and maintain updated training materials while ensuring compliance with departmental standards. 
• Prioritization and organization to effectively manage multiple client requests, training responsibilities, and departmental tasks while maintaining efficiency and meeting deadlines.
  
   

Required Education and Experience

• High school diploma or GED equivalent
• 2+ years' experience in client service and data entry
• Proven work experience as a subject matter expert and go-to in a relevant role
  
   

Physical and Mental Demands

• Maintain a professional demeanor, attitude, and appearance.
• 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. 
• 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. 

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 are a requirement. To perform this job successfully, the team member must possess the skills, aptitudes, and abilities to perform each duty proficiently, with or without reasonable accommodation. 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. This job description is subject to modification at any time.