Job Description
Company Overview:
We’re a fast-moving world leader in cloud-based background screening and identity services. Our clients use our services to create safer workplaces, build trusted brands and protect vulnerable populations. We are financially thriving, investing in growth and grounded in authenticity.
Our mission is to provide the foundation of trust and safety our clients need to create great environments for their most essential resource, people. We believe everyone has the right to feel safe.
We have the most accurate and fastest background checks, easy to use applications, monitoring services, fingerprinting, and biometric. Being a tech-enabled services company allows us to use technology to power the simplification of our business models. We use automation to power our fulfillment process and we modernize and unify our user experience so that it is consistent and fluid across devices and operating systems.
Most importantly, we make decisions and live by our values:
- It’s All About People
- The Client is Always in the Room
- Deliver Results: They Matter
- Start with Trust and Prove It Everyday
Candidate Profile:
Seeking applicants who have a passion for delighting customers, are comfortable bridging a role where you are communicating directly with a customer, while maintaining a back-office productivity focused role. Must love solving problems, building rapport with customers (internal + external), and are good with processes that are not always driven by a SOP, rather driven by critical thinking. Candidate should love working a fast paced and entrepreneurial environment with flexibility to have adjusted priorities that are determined by the customer. The mentality that ‘We work to save our customers. We say yes more than we say no’ is necessary. Join us if you like the client and operations fulfillment – this unique opportunity is a great blend between two worlds that don’t normally intersect.
Roles and Responsibility:
- Schedule Drug /Clinical test Registrations for the candidates as per the client preference/instructions.
- Support Open Order Management activities.
- Must be a critical thinker, able to navigate through a problem or steps in a process without a SOP.
- Has an aptitude for highly technical and complex workflow environments.
- Is comfortable straddling an external customer and internal customers
- Can take feedback well and let feedback drive improvements in day-to-day work.
- Will be responsible for handling inbound candidate and client phone calls. This role requires working from a professional environment and having the ability and willingness to stay logged onto phones to directly interface with clients and candidates.
- Will be responsible for managing inbound customer emails: Must be an effective communicator, with the ability to build rapport and de-escalate customer situations.
- Can influence, partner and be effective in working with many internal teams to get the job done.
- Is nimble, agile, comfortable with change, learning new things
- Communicate and interact with fulfillment departments/Vendors/Clinics regarding issues related to OHS open Orders & to get results from Clinics Overall assistance in an effort to enhance and improve the rapid resolution of client issues and requests.
- Ensure that all requests and case management workflows are resolved in a timely manner to meet contractual SLAs and client expectations.
- Conduct client needs analysis presentations to management as requested
- Conduct and deliver additional projects as assigned by manager
- Handle additional responsibilities outside of standard daily support tasks.
- Taking ownership and driving client projects from beginning to end
- Assists with training of new employees.
Qualifications:
- Under Graduate/ Graduate
Skills/Knowledge:
- Must be able to analyze a situation and respond quickly in a courteous and professional manner
- Must have excellent written & verbal communication skills.
- Must understand all aspects of the fulfillment process and be able to effectively explain them to the requestor.
- Capable of handling a large number of calls and e-mails
- Self-starter and have an ability to see the process through from start to finish
- An individual who does well under pressure with time-sensitive projects
- Good interpersonal skills and critical thinking
- Ability to handle escalated issues in a timely and professional manner and remain calm.
- Ability to prioritize tasks and respond/escalate appropriately.
- Candidate should have stable internet infrastructure at their place with minimum 10 MBPS speed
We have great people here and are looking for more. Come join us!
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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.