Contractor Support Representative – French/English

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Responding to inbound calls from clients

• Overseeing and addressing incoming requests from clients and applicants

• Collaborating closely with internal teams to fulfill client requirements and uphold external service standards

• Utilizing web-based applications and tools for the management of client accounts

• Requesting reports and services for clients in accordance with established service level expectations

• Cultivating positive relationships with clients to enhance customer retention

• Addressing and resolving client support inquiries through calls and/or emails for first contact resolution

• Delivering outstanding customer service to clients

• Providing regular updates to clients as necessary

• Meeting predetermined expectations for call center metrics and client response times

• Utilizing appropriate scripts and templates as directed by management

⛳️ Requirements

• High school diploma or equivalent is mandatory

• Minimum of 2 years' experience in an inbound customer service role, or equivalent educational background

• Preferred experience in background screening or another analytical review position

• Proven ability to organize and prioritize multiple tasks effectively

• Strong skills in problem analysis and resolution

• Proficient computer skills, particularly with Microsoft Office Suite

• Capability to uphold client confidentiality in accordance with applicable laws

• Exceptional communication skills

• Willingness to work rotational weekend shifts

• Familiarity with Salesforce is advantageous

• Bilingual proficiency in French and English is a plus

🏝️ Benefits

• Professional office atmosphere or the option for remote work

• Commitment to punctuality and adherence to schedules to ensure Service Level Agreements are upheld