Customer Care Group Specialist

Customer Care Group Specialist

Full time - Remote

Must be a resident in the state of North Carolina.

CriminalRecordCheck.com (CRC) is an accredited provider of background screening services.  Our risk management solutions are important tools for making critical decisions in today's business environment.  Our Mission is to provide straightforward and diligent employment screening solutions and background investigation services with honesty and integrity while maintaining the highest level of customer support and satisfaction.

CRC Values: ICARe – Integrity. Communication. Accuracy. Results…everyday!

We are currently hiring for a Customer Care Group Specialist to be part of our Customer Care Group team,

Summary

Under the supervision of the Customer Care Manager, the Customer Care Group Specialist is a key member of the Customer Care Group team, responsible for handling inbound and outbound calls, addressing customer inquiries, resolving issues, and providing support in a fast-paced environment. The Customer Care Group Specialist demonstrates outstanding customer service by diligently following up on orders, sending payment updates to the CRC research team, and assisting consumers and clients with basic troubleshooting issues.

Essential Functions:

• Previous experience in a call center or phone-based customer service role.  
• Manage inbound / outbound calls and chat sessions with CRC customers, and our CRC teams.
• Maintain effective records of all calls/chats handling each with discretion and confidentiality.
• Respond to all orders and requests in a timely manner and provide prompt responses to clients.
• Exceed client expectations and service level agreements.
• Process payments of orders via credit card payment for licensing and appropriate departments.
• Ensure compliance and security procedures are met when dealing with personal identifying information.
• Add new users under existing corporate accounts as necessary, maintaining the updated file for each client.
• Obtain the additional information needed for each order and provide the necessary follow-up in a timely manner on all orders.
• Other duties as assigned.
  

Knowledge, Skills & Abilities:

• Strong computer literacy skills are a must.
• Knowledge of principals and processes for providing exceptional customer service, including client need assessments, and meeting quality standards for services.
• Excellent active listening skills – able to give full attention to client communication, taking the time to understand client needs, asking questions for clarification.
• Ability to effectively communicate information in writing or verbally in a precise manner.
• Strong ability to plan, prioritize and accomplish work, and meet strict deadlines.
• Ability to handle all assignments accurately and with discretion and confidentiality.

Requirements:

• High School Degree or GED Required, Criminal Justice background a plus.
• 3 to 5 years of strong customer service experience.  
• Experience in background investigations or legal environment is helpful, but not required.
• Fair Credit Reporting Act Certification a plus (FCRA), but not required.
  
• Experience working Remotely or Hybrid role.  
• Technologically savvy and comfortable with communication tools such as MS Teams, Zoom, Microsoft Office, and phone use.
• Secure and highspeed Wi-Fi internet connection.

Benefits (effective after 90-day introductory period):

• Competitive benefits package offered.
• 40 hours week, 8 hours a day, Monday-Friday, with a one hour for lunch.
• 10 days PTO.
• 8 Paid Holidays 
  
• Company paid certifications.
• All business equipment provided by the company along with IT support, and leadership involvement and guidance.  
  

JOIN CriminalRecordCheck.com!

CriminalRecordCheck.com is an accredited provider of background screening services.  Our risk management solutions are important tools for making critical decisions in today's business environment.  Our Mission is to provide straightforward and diligent employment screening solutions and background investigation services with honesty and integrity while maintaining the highest level of customer support and satisfaction.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Candidates must be eligible to work in the US and a resident of North Carolina.