Job Description

About HireRight:

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.
Overview:
Responsible for managing the day-to-day activities of the Customer Service

team members.
Manage and monitor work queues, ensuring adherence to SLA's for

responsiveness and turn-around time for customer issues and requests.
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.
Handle escalated client issues and provide feedback and guidance to the

CSR's during and following live customer interactions.
Responsible for using business communication skills to clearly communicate

escalated customer issues to management.
Tracks and manages team members' performance, productivity, attendance

and schedule adherence.
Manages team member performance issues.

Responsibilities:
Responsible for team of 10-15 CSR's 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
Effectively and clearly convey performance issues to management, team leads

and the Customer Service team members
Effectively resolve and/or escalate customer issues to management, Account

Managers and Sales, resulting from service failures or misaligned customer


expectations
Oversees the day-to-day duties of the CSR's using real-time monitoring tools

and methodologies to ensure
Proper adherence to client or general guidelines Proper adherence to policies and procedures Adherence to responsiveness targets Adherence to turnaround targets Coverage of workstation assignments Proper phone etiquette Proper email etiquette Proper use of HireRight's time Training (New Hires and ongoing CSR Certification) Interact with internal and external clients daily Analyze and evaluate performance, productivity and quality data Participate in resolution of escalated issues as they relate to Customer Service

and overall
Demonstrates proficiency in client guidelines and HireRight product knowledge

and procedures
Performs daily performance and productivity monitoring on team members Provides performance and disciplinary feedback to team members as required Monitor work environment to ensure that work area is conducive to a safe,

professional, satisfying environment
Implement and maintain morale events to promote team camaraderie and job

satisfaction
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
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
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 o Distribution monitoring and reporting tools


desired; must be effective at use of the Internet
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
Leadership Responsibilities: This job has daily, hands-on responsibility to

provide leadership, training and coaching to team members.
Recommends performance and/or disciplinary actions and provides written

and verbal feedback to the team members as required


Qualifications:
College degree preferred. Prior leadership in a customer service, call center or production environment is

preferred.
Prior experience in a customer service management position beneficial

What do we offer:

In exchange for your expertise, HireRight offers an excellent employee benefit package which includes:

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! 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 Employer

Minorities / Females / Veterans / Disabilities

HireRight 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