<p>About HireRight</p> <p>HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, TN we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.</p> <p>Overview</p> <ul> <li>Responsible for managing the day-to-day activities of the Customer Service team members. </li><li>Manage and monitor work queues, ensuring adherence to SLA's for responsiveness and turn-around time for customer issues and requests. </li><li>Working with the Quality team, participates in and oversees the process of ensuring that completed service requests, delivered to HireRight client companies, are consistent with HireRight policies, procedures and quality standards. </li><li>Handle escalated client issues and provide feedback and guidance to the CSR's during and following live customer interactions. </li><li>Responsible for using business communication skills to clearly communicate escalated customer issues to management. </li><li>Tracks and manages team members' performance, productivity, attendance and schedule adherence. </li><li>Manages team member performance issues. </li></ul> <p>Responsibilities</p> <ul> <li>Responsible for team of 10-15 CSR's </li><li>Provides supervision to team members in attaining Customer Service performance, and productivity goals including completion of email, online-chat and telephonic service and support of HireRight customers </li><li>Effectively and clearly convey performance issues to management, team leads and the Customer Service team members </li><li>Effectively resolve and/or escalate customer issues to management, Account Managers and Sales, resulting from service failures or misaligned customer expectations </li><li>Oversees the day-to-day duties of the CSR's using real-time monitoring tools and methodologies to ensure </li><li>Proper adherence to client or general guidelines </li><li>Proper adherence to policies and procedures </li><li>Adherence to responsiveness targets </li><li>Adherence to turnaround targets </li><li>Coverage of workstation assignments </li><li>Proper phone etiquette </li><li>Proper email etiquette </li><li>Proper use of HireRight's time </li><li>Training (New Hires and ongoing CSR Certification) </li><li>Interact with internal and external clients daily </li><li>Analyze and evaluate performance, productivity and quality data </li><li>Participate in resolution of escalated issues as they relate to Customer Service and overall </li><li>Demonstrates proficiency in client guidelines and HireRight product knowledge and procedures </li><li>Performs daily performance and productivity monitoring on team members </li><li>Provides performance and disciplinary feedback to team members as required </li><li>Monitor work environment to ensure that work area is conducive to a safe, professional, satisfying environment </li><li>Implement and maintain morale events to promote team camaraderie and job satisfaction </li><li>Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Adept at composing and documenting notes and correspondence. Very effective at speaking professionally and persuasively to customers / individuals on the telephone, and to team members as required to give suggestions, feedback, or instructions </li><li>Reasoning Ability: Above-average ability to apply understanding to carry out instructions furnished in written, oral, or diagram form. Above-average ability to deal with problems involving several concrete variables in standardized situations, and to assist others in doing so </li><li>Computer Skills: Proficient in the use of all HireRight proprietary operating and reporting systems and available tools. Should have knowledge of MS Excel, PowerPoint and Word software; Previous experience with CRM / Case ticket logging tools and Automated Call • Distribution monitoring and reporting tools desired; must be effective at use of the Internet </li><li>Individual Growth Potential: Ability and desire to grow within the organization to positions of greater responsibility; willingness to seek additional training as required for future opportunities </li><li>Leadership Responsibilities: This job has daily, hands-on responsibility to provide leadership, training and coaching to team members. </li><li>Recommends performance and/or disciplinary actions and provides written and verbal feedback to the team members as required </li></ul> <p>Qualifications</p> <ul> <li>College degree preferred. </li><li>Prior leadership in a customer service, call center or production environment is preferred. </li><li>Prior experience in a customer service management position beneficial </li></ul> <p>What do we offer</p> <p>In exchange for your expertise, HireRight offers an excellent employee benefit package which includes:</p> <ul> <li>Medical• Dental• Vision• Paid Life/AD&D Insurance• Voluntary Life Insurance• Short- & Long-Term Disability• Flexible Spending Accounts• 401K• Generous Vacation and Sick Program• 10 Paid Holidays• Education Assistance Program• Business Casual Attire• Generous Referral Program• Employee Discounts and Rewards• And much more! </li><li>All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.HireRight, LLC is an Equal Opportunity EmployerMinorities / Females / Veterans / DisabilitiesHireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee </li></ul>