Job Title: Client Service Representative

Summary:
The Client Service Representative has the primary responsibility for providing professional, friendly, and accurate assistance to our clients and our clients' job applicants.

Essential Responsibilities:

• Answer and respond to a high volume of phone calls, emails and faxes from clients inquiring about background screening information and report status; resetting passwords; and website navigation
• Answer inquiries and aid in providing basic guidance to clients' job applicants regarding their background screening reports
• Handle customer complaints and provide appropriate solutions and alternatives; follow up to ensure resolution
• Monitor and contact clients and job applicants where additional information is needed to complete a background check
• Initiate and monitor any reinvestigation needed under the Fair Credit Reporting Act (FCRA)
• Provide status updates (to clients) regarding Background Screening reports
• Update internal recording keeping systems reflecting client interactions
• Some proactive outreach to clients and applicants for information gathering
• Client account set up, training and demonstration of Edge's propriety background screening software

Qualifications:

• Associates Degree or Higher preferred
• Integrity and commitment to client satisfaction and a passion for excellence while servicing all clients
• Friendly and positive attitude at all times
• Must be able to handle challenging calls with composure and respect
• Good problem solving skills
• Must be able to build sustainable relationships and trust with customer accounts through open and interactive communication
• Excellent oral and written communication skills are a must
• Excellent attention to detail
• Data entry skills and high degree of comfort navigating the internet and using web-based applications
• Typing skills of at least 35 words per minute
• Ability to multi-task in a fast paced environment
• Ability to "self-manage" with minimal ongoing guidance from Management
• Proficient in Microsoft Outlook, Word, Excel, as well as general computer skills
• Strong teamwork and collaboration skills
• Customer Service experience is preferred
• Knowledge of criminal court process and terminology will be an asset to this position

Environmental Conditions:

• Work conducted in an office environment
• Use of personal computer and keyboard as well as other office equipment (e.g. telephone, copier, etc.)
• Hours 8am – 5pm Monday – Friday; with ability to work 9am – 6pm shift Monday – Friday as needed

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Melbourne, FL 32901: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Preferred)

Experience:

• Customer service: 1 year (Required)

Work Location: In person

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