Customer Service Representative

Role Overview

• Deliver high-quality, compliant support as the first point of contact for clients and applicants via phone, email, chat, and web-based tools.
• Build strong product knowledge of AssureHire’s background screening software and industry through training and hands-on experience in a collaborative, fast-paced environment.
• Gather and assess information to understand issues and provide effective solutions.
• Research, troubleshoot, and resolve issues within established SLAs.
• Communicate workarounds, next steps, or escalations clearly and professionally.
• Accurately document all client/applicant interactions and case details.
• Prioritize and manage cases based on severity and urgency.
• Meet weekly/monthly customer satisfaction (CSAT) and performance goals.
• Collaborate and support all internal teams/products to resolve complex or escalated issues.

Requirements

• Customer-focused mindset with strong problem-solving skills
• Ability to multitask and stay organized in a high-volume environment
• Excellent verbal and written communication skills (English required; bilingual a plus)
• Strong time management and attention to detail
• Comfort working with software tools; technical aptitude or interest preferred
• Proficiency with G Suite (Gmail, Docs, Sheets, etc.)
• Experience with Salesforce, Zendesk, or other case management software is a plus
• Ability to work independently and as part of a team
• Motivation to learn, grow, and contribute to team success
• A minimum of a one-year commitment to the CSR role

Benefits

• We are an equal-opportunity employer that values diversity at all levels.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.