Core ISA Account Experience Partner

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

📋 Description

• Act as the main point of contact for incoming client inquiries via phone, email, and ticketing systems.

• Handle and resolve incoming calls through the Customer Service hunt group.

• Oversee and manage the Zendesk General Support queue, resolving tickets in accordance with SLAs and documented processes.

• Provide updates regarding order status, results, turnaround times, and service-related inquiries.

• Complete daily status reports, pending lists, and other operational responsibilities.

• Collaborate with Vendor Relations, investigators, and internal teams on pending work orders.

• Record client interactions, updates, discrepancies, and resolutions in systems of record.

• Track pending searches and communicate progress, delays, or necessary actions.

• Assist with client-specific requests while adhering to established guidelines and company standards.

• Troubleshoot and address routine client issues; escalate complex or sensitive matters to leadership.

• Collaborate with Operations and cross-functional teams to ensure accurate service delivery.

• Uphold quality standards, adhere to documented processes, and support continuous improvement initiatives.

⛳️ Requirements

• Strong verbal and written communication skills.

• Ability to work independently with exceptional time management abilities.

• Demonstrated problem-solving and critical thinking skills.

• Capacity to handle multiple tasks simultaneously and effectively.

• Outstanding organizational skills and meticulous attention to detail.

• Proficient in computer skills, including word processing, relevant software applications, and internet research tools.

• Successful completion of all necessary training related to the position.

• A minimum of 1 year of prior customer service experience is preferred.

• Must be currently authorized to work in the United States without employer sponsorship, now or in the future.

• Ability to work indoors at a desk for extended periods.

• Ability to understand and follow work instructions in a fast-paced, team-oriented environment.

• May occasionally be required to work overtime.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching contributions.

• Paid time off and holidays.

• Opportunities for professional development and career advancement.