Oklahoma

Customer Service Mgmt 1 - Escalations

Job description          

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
standards.
 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.
Responsibilities:
 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
expectations
 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: Medical Dental Vision Paid Life/AD&D Insurance Voluntary Life Insurance Short & Long Term Disability Flexible Spending Accounts 401K 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.
HireRight, LLC Oklahoma jobs

HireRight, LLC

Oklahoma jobs

Oklahoma jobs

 Oklahoma jobs  Oklahoma jobs

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