Candidate Experience Representative II-2
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
At Cisive , our vision is to make securing the right talent effortless. We provide technology-first background screening, identity verification, and continuous monitoring solutions that help organizations hire and manage their workforce with confidence.
Our Values
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Integrity First: We uphold the highest ethical standards in everything we do.
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Innovate Fearlessly: We challenge the status quo, embrace emerging technologies, and continuously refine our solutions to stay ahead of industry needs.
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Win Together: We break down barriers, share knowledge, and champion teamwork across departments, brands, and global offices to achieve our collective goals.
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Customer Obsessed: We go beyond transactional interactions to become trusted partners in risk mitigation and workforce management.
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Stay One Step Ahead: We proactively seek knowledge that helps us—and our clients—stay ahead of the curve.
Job Summary
This role is responsible for providing superior customer service and technical support to end-users of our pre-employment and onboarding portal.
Duties and Responsibilities
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Handle a heavy volume of inbound calls, emails, and chats working in a work queue environment. Make outbound contacts as needed.
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Partner with peers and supervisor to monitor and maintain coverage of all contact streams.
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Achieve first contact resolution, whenever possible. Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided.
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Troubleshoot and resolve candidate concerns including, but not limited to login issues, error messages, submission of required forms, scheduling of fingerprint and drug screening appointments etc.
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Must be able to maintain applicant/client privacy in compliance with all applicable laws.
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Assist candidates with disputes or consumer statements as required by FCRA.
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Maintain accurate record of contacts and interactions.
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Create positive relationships with contacts to ensure satisfaction and retention.
Minimum Qualifications
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Highschool diploma or equivalent required.
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Minimum of 2 years of customer service experience strongly preferred.
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Minimum of 2 years of working in a call center environment preferred.
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Knowledge of Microsoft Office Suite required, proficiency in Excel preferred.
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Able to successfully learn and navigate Web based applications and tools, for use in managing applicant accounts.
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Experience responding to escalated calls/customer complaints and providing resolutions
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Ability to work a flexible schedule including days, evenings, and weekends.
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Excellent written and verbal communication skills.
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Excellent time management skills, exhibiting a sense of urgency, ensuring client deadlines are met within the required time frames.
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Self-motivated and proactive in approach to issue/ dispute resolution.
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Adaptable to office and home office environments.
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Demonstrated ability to organize and manage multiple priorities.
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Demonstrated problem analysis and resolution skills.
Leveling
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Candidate Experience Rep I will support:
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Login, ID confirmation, MFA, and other Password Concerns (Includes Student Check)
- Portal Account Status Concerns
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General Form Questions to include employment and address errors, general requirements, education concerns and other general errors as trained.
- RFI Assistance
- Document Upload Assistance
- E-signing Assistance
- Express Scripts Program
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Candidate Experience Rep II will support all of the above and:
- Background Status Questions
- Reviewing Failed Documents
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I9, including candidate and delegate assistance
- Fingerprinting concerns
- Drug screening concerns
- All other Student Check Support
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Backup of Client Success Helpdesk Associate I calls and all c