Job Description

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

At Cisive, our vision is to make securing the right talent effortless. We provide technology-first background screening, identity verification, and continuous monitoring solutions that help organizations hire and manage their workforce with confidence.

Our Values

• Integrity First: We uphold the highest ethical standards in everything we do.
• Innovate Fearlessly: We challenge the status quo, embrace emerging technologies, and continuously refine our solutions to stay ahead of industry needs.
• Win Together: We break down barriers, share knowledge, and champion teamwork across departments, brands, and global offices to achieve our collective goals.
• Customer Obsessed: We go beyond transactional interactions to become trusted partners in risk mitigation and workforce management.
• Stay One Step Ahead: We proactively seek knowledge that helps us—and our clients—stay ahead of the curve.

Job Summary

This role is responsible for taking inbound calls from clients. This team member will manage and maintain incoming client and applicant requests and work closely with internal teams to ensure client needs and external service levels are met.

Duties and Responsibilities

• Leverage and navigate web-based applications and tools, for use in managing client accounts. This will include ordering reports and services for clients within established service level norms, which includes, drug tests, international, business information, education and background screening reports.
• Manage positive relationships with clients to ensure customer retention.
• Handle and resolve client support calls and/or emails to achieve first contact resolution, whenever possible.
• Provide excellent customer service to clients.
• Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided to the client.
• Meet set expectations for call center metrics and client turnaround times.
• Apply appropriate scripts and templates as deemed necessary by management.
• Must be punctual and follow schedule to ensure Service Level Agreements are maintained.
• Proactive in approach to issue/dispute resolution.

Minimum Qualifications

• High school diploma or equivalent required.
• 2 years of experience in an inbound customer service environment, or equivalent education experience.
• Experience in background screening or other analytical review role preferred.
• Demonstrated ability to organize and manage multiple priorities.
• Strong problem analysis and problem resolution skills.
• Strong computer skills with experience using Microsoft Office Suite required.
• Ability to maintain client privacy in compliance with all applicable laws.
• Excellent communication skills.
• Available for rotational weekend shifts.
• Experience with salesforce is a plus.
• Bi-lingual French/ English is a plus.

Leveling

• Contractor Support Representative supports:
• All inquiries received by phone for candidates and clients of eVerifile
• Dispute Appeal explanation and Intake
• eRailSafe Audit Interview Support
• Backup for Client Success Helpdesk Associate as needed
• Photo Review and Approval
• Employment Verifications
• Email inquiries from candidates and clients of eVerifile
• Contractor Support Representative II will support all of the above and:
• Support of one or more program activities
• International report processing and handling
• Grading/ Adjudication processing and handling
• Program owner support, to include committee members as needed

Working conditions

This job operates in a professional office environment or remotely. This role routinely uses general office equipment.

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Constantly operates computer, keyboard, copy machine, phone, and other general office equipment.
• Ability to occasionally move objects up to 10 lbs.

Direct reports

None.