Contractor Support Representative; French​/English

Job Summary

This role is responsible for taking inbound calls from clients and managing and maintaining incoming client and applicant requests. The team member works closely with internal teams to ensure client needs and external service levels are met.

• Leverage and navigate web-based applications and tools to manage client accounts, including ordering drug tests, international, business information, education, and background screening reports.
• Maintain positive relationships with clients to ensure customer retention.
• Handle and resolve client support calls and/or emails, striving for first‑contact resolution whenever possible.
• Provide excellent customer service and work closely with internal teams for quick resolution of issues beyond first‑contact resolution.
• Provide periodic updates to clients and meet set expectations for call‑center metrics and client turnaround times.
• Apply appropriate scripts and templates as directed by management.
• Be punctual and adhere to schedule to maintain Service Level Agreements.
• Adopt a proactive approach to issue and dispute resolution.
• All inquiries received by phone for candidates and clients of eVerifile, including Dispute Appeal explanation, Intake eRailSafe audit interview support, backup for Client Success Helpdesk Associate as needed, photo review and approval, employment verifications, and email inquiries from candidates and clients of eVerifile.
• Contractor Support Representative II will support all of the above and also: support one or more program activities, international report processing and handling, grading/adjudication processing and handling, program owner support including committee members as needed.

• High school diploma or equivalent required.
• Minimum 2 years of experience in an inbound customer service environment, or equivalent education experience.
• Experience with background screening or other analytical review role preferred.
• Demonstrated ability to organize and manage multiple priorities.
• Strong problem analysis and problem resolution skills.
• Strong computer skills with experience using Microsoft Office Suite.
• Ability to maintain client privacy in compliance with all applicable laws.
• Excellent communication skills.
• Availability for rotational weekend shifts.
• Experience with Salesforce is a plus.
• Bi‑lingual French/English is a plus.

This job operates in a professional office environment or remotely and routinely uses general office equipment.

• Constantly operate computer, keyboard, copy machine, phone, and other general office equipment.
• Occasionally move objects up to 10 lbs.

None.