Client Service Representative

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

• Integrity First: We uphold the highest ethical standards in everything we do.
• Innovate Fearlessly: We challenge the status quo, embrace emerging technologies, and continuously refine our solutions to stay ahead of industry needs.
• Win Together: We break down barriers, share knowledge, and champion teamwork across departments, brands, and global offices to achieve our collective goals.
• Customer Obsessed: We go beyond transactional interactions to become trusted partners in risk mitigation and workforce management.
• Stay One Step Ahead: We proactively seek knowledge that helps us—and our clients—stay ahead of the curve.

Job Summary

This role serves as the primary point of contact for clients, providing exceptional support, and ensuring a seamless customer experience. The CSR will handle inquiries pertaining to the client’s background screening program and overall account workflow. Ensures our clients receive superior and high-quality service throughout their journey. This role will assist clients with a variety of topics, including but not limited to communication of investigative findings, daily incoming inquiries, and reporting. The CSR will report to the Director of Client Service and will collaborate with other members of the organization to support the client’s screening program. An ideal candidate is proactive, client-centric, and capable of managing multiple tasks in a fast-paced environment while maintaining professionalism and accuracy. This role has three levels (CSR I, CSR II, CSR III) with increasing responsibility, complexity, and decision-making authority.

This opening is for a CSR II

Duties and Responsibilities

Client Service Representative I: Novice

Support basic client inquires, process routine requests, basic operational involvement with the ability to follow established procedures.

• Handle inbound calls, emails, and chats working in a service queue environment. Makes outbound contacts as needed.
• Ensure client orders and information requests are delivered on time and that Service Level Agreements are met.
• Escalate issues/questions to appropriate internal resources.
• Efficiently partner with internal teams to solve client requests.
• Fully proficient in all internal Cisive systems and Internal SOPs
• Fully proficient in client facing systems and client SOPs
• Basic product knowledge
• Other assigned tasks on an as-needed basis
• Complete required training as assigned

Client Service Representative II: Proficient
This level requires deeper knowledge of the client accounts, the ability to manage projects, and more involvement in client interactions.

• Consistently meets all expectations of CSR Level 1
• Perform order history research and analysis
• Respond appropriately to client inquiries and concerns, providing action plans for corrective actions when needed.
• Prepare, analyze, and determine trends for monthly account reviews; ensure that client SOP documentation is kept current and relevant; create a program overview outline document for all assigned accounts.
• Effectively research and troubleshoot specific client account settings
• Effectively lead end-to-end client user training
• Participate in client-specific cross-training of partner CSRs to a level that would allow for serving as the backup on any client covered by the team.
• Participate in weekly, monthly, and/or quarterly calls with the client, producing detailed notes and action items from the calls at the direction of the Director of Client Services.
• Demonstrate Cisive solutions & technology with best-in-class experience by consistently providing effective resolutions, ensuring client satisfaction, and setting the standard for excellence in service delivery.
• More expansive knowledge on internal Cisive products
• Assist with client projects, research, and deliverables.

Minimum Qualifications

• Minimum of 3-5 years of client relations and a dedicated resource to a specified book of clients.
• Background Screening and/or pre-employment screening experience strongly preferred.
• High School Diploma or equivalent required; Secondary education degree strongly preferred.
• Self-motivated and proactive.
• Good problem solving and analytical skills.
• Excellent written and verbal communication skills.
• Ability to multi-task, prioritize and make sound business decisions.
• Proficiency in Microsoft Office required.
• Salesforce experience a plus.
• Ability to work independently and as part of a larger team.
• Enthusiastic about loving our clients and having the honor to work with their team.
• Goal Oriented.