Contractor Support Representative (French/English)

Cisive; Annapolis (MD); Hybrid; USD 38,000 - 65,000; Full time

Job summary

Cisive in Maryland is seeking a Contractor Support Representative to handle inbound calls from clients and applicants, coordinating with internal teams to ensure service levels are met.

You will manage reports and services for clients, including drug tests, international checks, education and background screening, while maintaining client privacy.

This role values strong communication, problem analysis, multitasking, and the ability to work in a fast-paced environment with weekend rotations.

Qualifications

• High school diploma or equivalent is required.
• Two years in inbound customer service or related experience.
• Experience in background screening or analytical review preferred.
• Ability to organize and manage multiple priorities.
• Strong problem analysis and resolution skills.
• Excellent communication and computer skills, including Microsoft Office.
• Available for rotational weekend shifts.
• Experience with Salesforce is a plus.

Responsibilities

• Take inbound calls from clients and applicants.
• Manage and resolve client requests with internal teams to ensure satisfaction.
• Order reports and services for clients, including drug tests, international checks, education and background screening.
• Maintain client privacy and meet service levels.
• Aim for first contact resolution and satisfy call center metrics.
• Provide excellent customer service and timely client updates.
• Follow scripts and templates as directed by management.
• Work flexible weekend shifts.

Job description

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 ValuesIntegrity 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 SummaryThis role is responsible for taking inbound calls from clients. This team member will manage and maintain incoming client and applicant requests and work closely with internal teams to ensure client needs and external service levels are met.Duties and ResponsibilitiesLeverage and navigate web-based applications and tools, for use in managing client accounts. This will include ordering reports and services for clients within established service level norms, which includes, drug tests, international, business information, education and background screening reports.Manage positive relationships with clients to ensure customer retention.Handle and resolve client support calls and/or emails to achieve first contact resolution, whenever possible.Provide excellent customer service to clients.Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided to the client.Meet set expectations for call center metrics and client turnaround times.Apply appropriate scripts and templates as deemed necessary by management.Must be punctual and follow schedule to ensure Service Level Agreements are maintained.Proactive in approach to issue/dispute resolution.Minimum QualificationsHigh school diploma or equivalent required.2 years of experience in an inbound customer service environment, or equivalent education experience.Experience in 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 required.Ability to maintain client privacy in compliance with all applicable laws.Excellent communication skills.Available for rotational weekend shifts.Experience with salesforce is a plus.Bi-lingual French/ English is a plus.LevelingContractor Support Representative supports:All inquiries received by phone for candidates and clients of eVerifileDispute Appeal explanation and IntakeeRailSafe Audit Interview SupportBackup for Client Success Helpdesk Associate as neededPhoto Review and ApprovalEmployment VerificationsEmail inquiries from candidates and clients of eVerifileContractor Support Representative II will support all of the above and:Support of one or more program activitiesInternational report processing and handlingGrading/ Adjudication processing and handlingProgram owner support, to include committee members as neededWorking conditionsThis job operates in a professional office environment or remotely. This role routinely uses general office equipment.Physical requirementsAbility to communicate clearly and exchange accurate information constantly.Constantly operates computer, keyboard, copy machine, phone, and other general office equipment.Ability to occasionally move objects up to 10 lbs.Direct reportsNone.