Candidate Experience Representative II-2

Cisive; New Mexico; Hybrid; USD 40,000 - 50,000; Full time

Job summary

Cisive is seeking a Candidate Experience Representative to provide excellent customer service and technical support to users of our onboarding portal. This remote position involves handling inbound and outbound communications while resolving user issues and maintaining records.

The ideal candidate will have a high school diploma, 2+ years of customer service experience, and proficiency in Microsoft Office Suite. Strong communication and time management skills are essential to succeed in this dynamic role.

Qualifications

• Minimum of 2 years of customer service experience preferred.
• Proficiency in Microsoft Excel preferred.
• Excellent written and verbal communication skills.

Responsibilities

• Handle heavy volume of inbound calls, emails, and chats.
• Partner with peers to maintain coverage of contact streams.
• Troubleshoot and resolve candidate concerns.

Skills

Customer service experience

Knowledge of Microsoft Office Suite

Excellent communication skills

Time management

Education

High school diploma or equivalent

Tools

Microsoft Excel

Job description

Overview

Cisive provides technology-first background screening, identity verification, and continuous monitoring solutions that help organizations hire and manage their workforce with confidence. This role focuses on delivering superior customer service and technical support to end-users of our pre-employment and onboarding portal.

Responsibilities

• Handle a heavy volume of inbound calls, emails, and chats in a work queue environment. Make outbound contacts as needed.
• Partner with peers and supervisors to monitor and maintain coverage of all contact streams.
• Achieve first contact resolution whenever possible; work closely with internal teams to provide quick resolution to issues beyond first contact resolution.
• Provide periodic updates and maintain accurate records of contacts and interactions.
• Troubleshoot and resolve candidate concerns including login issues, error messages, submission of required forms, scheduling of fingerprint and drug screening appointments, and related tasks.
• Maintain applicant/client privacy in compliance with applicable laws; assist candidates with disputes or consumer statements as required by FCRA.
• Create positive relationships with contacts to ensure satisfaction and retention.

Minimum Qualifications

• High school diploma or equivalent required.
• Minimum of 2 years of customer service experience preferred; minimum 2 years of call center experience preferred.
• Knowledge of Microsoft Office Suite required; proficiency in Excel preferred.
• Able to learn and navigate web-based applications and tools for managing applicant accounts.
• Experience responding to escalated calls and complaints with resolutions; ability to work a flexible schedule including days, evenings, and weekends.
• Excellent written and verbal communication skills; strong time management and a sense of urgency to meet deadlines.
• Self-motivated, proactive, adaptable to office and home office environments; able to manage multiple priorities and analyze and resolve problems.

Role Levels and Support

• Candidate Experience Rep I: Supports login, ID confirmation, MFA, portal account status concerns, general form questions, document upload, e-signing, and related assistance.
• Candidate Experience Rep II: Includes all of the above plus background status questions, reviewing failed documents, I-9 support, fingerprinting, drug screening, and related issues.
• Candidate Experience Rep III: Includes all of the above plus background review requests, disputes, education and intake, and related support; assists operations with candidate document collection as needed.

Working conditions

This job operates in a remote environment. This role routinely uses general office equipment. Physical requirements include the ability to communicate clearly and exchange accurate information; constant use of a computer, keyboard, phone, and related equipment. Occasional movement of objects up to 10 lbs.

About Cisive

Cisive is a trusted partner for comprehensive, high-risk, compliance-driven background screening and workforce monitoring solutions. We specialize in highly regulated industries, such as healthcare, financial services, and transportation. Our technology-first approach combines automation, human expertise, and compliance intelligence to deliver scalable background screening solutions, continuous monitoring, identity verification, and related services for our clients.