What you will do;
Responsible for managing the day-to-day activities of the Customer Service Escalations team members.
Manage and monitor work queues, ensuring adherence to SLA’s for responsiveness and turn-around time for customer issues and requests.
Working with the Quality team, participates in and oversees the process of ensuring that completed service requests, delivered to HireRight client companies, are consistent with HireRight policies, procedures and quality
Handle escalated client issues and provide feedback and guidance to the CSR’s during and following live customer interactions.
Responsible for using business communication skills to clearly communicate escalated customer issues to management.
Tracks and manages team members’ performance, productivity, attendance and schedule adherence.
Manages team member performance issues.
Responsible for team of 10-15 CSR’s
Provides supervision to team members in attaining Customer Service
performance, and productivity goals including completion of email, online-chat
and telephonic service and support of HireRight customers
Effectively and clearly convey performance issues to management, team leads
and the Customer Service team members
Effectively resolve and/or escalate customer issues to management, Account
Managers and Sales, resulting from service failures or misaligned customer
Oversees the day-to-day duties of the CSR’s using real-time monitoring tools
and methodologies to ensure
Proper adherence to client or general guidelines
Proper adherence to policies and procedures
Adherence to responsiveness targets
Adherence to turnaround targets
Coverage of workstation assignments
Proper phone etiquette
Proper email etiquette
Proper use of HireRight’s time
Training (New Hires and ongoing CSR Certification)
Interact with internal and external clients daily
Analyze and evaluate performance, productivity and quality data
Participate in resolution of escalated issues as they relate to Customer Service and overall
Demonstrates proficiency in client guidelines and HireRight product knowledge and procedures
Performs daily performance and productivity monitoring on team members
Provides performance and disciplinary feedback to team members as required
Monitor work environment to ensure that work area is conducive to a safe, professional, satisfying environment
Implement and maintain morale events to promote team camaraderie and job satisfaction
Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Adept at composing and documenting notes and correspondence. Very effective at speaking professionally and persuasively to customers / individuals on the telephone, and to team members as required to give suggestions, feedback, or instructions
Reasoning Ability: Above-average ability to apply understanding to carry out instructions furnished in written, oral, or diagram form. Above-average ability to deal with problems involving several concrete variables in standardized
situations, and to assist others in doing so
Computer Skills: Proficient in the use of all HireRight proprietary operating and reporting systems and available tools. Should have knowledge of MS Excel, PowerPoint and Word software; Previous experience with CRM / Case ticket
logging tools and Automated Call • Distribution monitoring and reporting tools desired; must be effective at use of the Internet
Individual Growth Potential: Ability and desire to grow within the organization to positions of greater responsibility; willingness to seek additional training as required for future opportunities
Leadership Responsibilities: This job has daily, hands-on responsibility to provide leadership, training and coaching to team members.
Recommends performance and/or disciplinary actions and provides
In exchange for your expertise, HireRight offers an excellent employee benefit package which includes:
Paid Life/AD&D Insurance
Voluntary Life Insurance
Short & Long Term Disability
Flexible Spending Accounts
Generous Vacation and Sick Program
10 Paid Holidays
Education Assistance Program
Business Casual Attire
Generous Referral Program
Employee Discounts and Rewards
And much more!All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.
HireRight, LLC is an Equal Opportunity Employer
Minorities / Females / Veterans / Disabilities
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.