Senior Client Support Representative

Description

At Asurint, we’re building a leading information-based technology company in Cleveland, Ohio. Asurint is on a mission to help our customers succeed by bringing innovation, flexibility and personal ownership to background screening – all while addressing the changing regulatory landscape. We measure our efforts by the success our customers enjoy and the positive onboarding experience of their employees. We are succeeding because they succeed. 

Summary

The Senior Client Support Representative is responsible for providing order and account-level support through proactive communication and accurate responses to client inquiries, concerns, and requests regarding company products and services; also triages complex inquiries, delivers exceptional customer service and collaborates with Account Managers on ad-hoc requests and projects for an assigned group of accounts.

Responsibilities

• Engages and builds relationships with clients by delivering exceptional customer service and ensuring a seamless client experience.
• Demonstrates a high level of accuracy and attention to detail while rapidly processing and documenting information. 
• Adheres to, achieves, and maintains customer service/support performance expectation and standards in all interactions, whether through email, chat, or telephone.
• Serves as a subject matter expert for Asurint products, services, and processes.
• Partners cross-functionally to identify and resolve the root causes of delays, errors, system challenges, and client issues.
• Troubleshoots package and system configuration issues.
• Assembles and provides reporting as requested by clients and/or Strategic Account Managers.
• Demonstrates a comprehensive understanding of services we provide in order to appropriately facilitate solutions.
• Identifies trends across the client base and company and works to proactively course correct as needed.
• Acts as an escalation point for general client support issues.
• Other duties as required.

Requirements

• Experience providing high-volume customer service is required.
• Experience with the legal/court system is preferred.
• Experience with background screening is preferred.
• Proficiency in MS Office (Outlook, Excel, Word, PowerPoint) or similar software is required. Relevant business management systems such as general ledger, HRIS, CRM, etc. is preferred. Salesforce is preferred.
• Education: High school diploma or equivalent is required. Associate or bachelor’s degree is preferred.
• Certifications or licensure: If you do any work-related driving while at Asurint, a driver’s license and ability to maintain a driving record that is satisfactory to the company’s liability insurance carrier is required.
• Years of relevant experience: 2 to 5 years is preferred.
• Years of experience supervising: None.

Working Conditions

• The work environment involves everyday risks or discomforts that require normal safety precautions typical of offices, including the need for general safe workplace practices with office equipment and computers, avoidance of trips and falls, and observance of fire regulations.
• This position is performed remotely within the United States or in an office setting in the Cleveland, Ohio headquarters, although off-site meetings in various settings may occur.
• Inside Asurint’s office environment, the noise level is usually quiet to moderate.
• In a remote setting, the employee is responsible for maintaining a safe and secure work environment, for arranging the off-site workspace in an ergonomically sound manner, and for maintaining standard Internet speeds in order to work effectively.   
• In a remote setting, the employee is required to ensure that all equipment and records that are the property of Asurint but have been relocated to the off-site workplace, are maintained in a safe and secure manner and are used only for business purposes. 
• The schedule is generally normal Eastern Time Zone business hours (unless otherwise communicated based on position or working location), although the employee may be required to perform work, attend meetings and events before or after normal workings hours, and occasionally on weekends and evenings. 
• Some travel by personal automobile and a valid driver’s license may be required. Occasional overnight travel may be required.
• Ability to lift light objects (less than 20 pounds) and carry them short distances (20 feet or less) is required.
• The work environment involves everyday risks or discomforts that require normal safety precautions typical of offices, including the need for general safe workplace practices with office equipment and computers, avoidance of trips and falls, and observance of fire regulations.

Benefits

In exchange for your unique abilities, perspectives and teamwork, Asurint offers a competitive salary and an excellent benefit package -- with options you can select according to your needs -- which includes:

• Medical, dental and vision effective first day of employment
• 401(k) with employer match
• Paid time off 
• 10 company-paid holidays
• Employee Assistance Program
• Wellness Program
• Paid Bereavement
• Pet Bereavement
• Pet Insurance
• Volunteer time off
• Telecommuting Stipend
• Professional development programs
• Short-term disability
• Company-paid long-term disability 
• Company-paid life insurance
• Flexible spending/health savings accounts
• Employee referral bonus

*Asurint is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.