Contractor Support Representative – French/English

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

📋 Description

• Receive incoming calls from clients.

• Handle and oversee requests from clients and applicants.

• Collaborate closely with internal teams to fulfill client requirements and meet external service standards.

• Utilize web-based applications and tools to manage client accounts effectively.

• Order a variety of client reports and services, including drug tests, international business information, education, and background screening reports.

• Foster positive relationships with clients to enhance customer retention.

• Address client support calls and emails, aiming for first-contact resolution whenever feasible.

• Deliver outstanding customer service.

• Escalate concerns to internal teams while keeping clients informed with periodic updates.

• Achieve call-center performance metrics and meet client turnaround time expectations.

• Utilize scripts and templates as instructed by management.

• Adhere to schedules and maintain punctuality to fulfill service-level agreements.

• Actively resolve issues and disputes.

• Assist candidates and clients with inquiries via phone and email for eVerifile.

• Manage explanations and intake for dispute appeals.

• Support eRailSafe audit interviews.

• Provide assistance as a backup for the Client Success Helpdesk Associate when necessary.

• Review and approve submitted photos.

• Process employment verifications.

• The Contractor Support Representative II additionally aids in program activities, international report processing, grading/adjudication processing, and support for program owners.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• Minimum of 2 years of experience in an inbound customer service setting, or equivalent educational experience.

• Background screening or experience in other analytical review roles is preferred.

• Proven ability to organize and manage multiple priorities effectively.

• Strong skills in problem analysis and resolution.

• Proficient computer skills with experience in Microsoft Office Suite are essential.

• Ability to maintain client confidentiality in accordance with all applicable laws.

• Exceptional communication skills.

• Willingness to work rotational weekend shifts.

• Experience with Salesforce is advantageous.

• Bilingual proficiency in French and English is a plus.

🏝️ Benefits

• Comprehensive health benefits.

• Opportunities for professional development and growth.

• Flexible working hours.

• A supportive work environment.