Customer Representative - Onboarding & Screening Support

Russell Tobin; Alpharetta (GA); Hybrid; USD 71,635,000 - 77,146,000; Full time

Benefits offered by this job

Healthcare coverage (medical, dental,视

401(k) retirement savings

Life & disability insurance

Employee assistance program

Legal support

Pet insurance

Employee discounts

Job summary

PrideGlobal is seeking a detail-oriented Customer Onboarding & Screening Support Specialist to join a high-volume Workforce Screening team. You will be the primary contact for candidates, ensuring accurate documentation and timely responses while maintaining strict confidentiality.

You will handle inquiries via phone and email, manage tracking systems, and generate daily reports. Hybrid work with potential for extension or permanent conversion based on performance.

Qualifications

• Experience in customer service, operations support, onboarding, administrative support, or a similar high-volume environment.
• Excellent verbal and written communication skills.
• Strong attention to detail and ability to manage confidential information professionally.
• Experience managing shared inboxes and handling time-sensitive requests.
• Proficiency in Microsoft Excel, including tracking, reporting, and dashboard maintenance.

Responsibilities

• Serve as the first point of contact for candidates with questions related to background screening and onboarding requirements.
• Provide timely, professional support via phone and email to ensure an excellent candidate experience.
• Manage inbound candidate inquiries, return voicemail messages, and document interactions within tracking systems.
• Monitor shared onboarding and workforce screening inboxes, triage communications, and route items to the appropriate stakeholders.
• Guide candidates through documentation requirements, deadlines, and screening-related processes.
• Follow up with candidates regarding missing documentation and required forms.
• Scan, process, and track fingerprint cards while ensuring information is submitted accurately.
• Update workforce screening systems and communicate completion status to relevant teams.
• Generate daily operational reports and maintain reporting dashboards using Microsoft Excel.
• Track candidate activity, service metrics, and case-related data to support team performance reporting.
• Investigate screening-related issues and coordinate resolution with vendors and internal partners.
• Identify recurring candidate concerns and recommend process improvements to enhance the screening experience.
• Assist with ad hoc reporting and additional team projects as needed.

Skills

Customer service experience

High-volume environment

Excellent communication

Attention to detail

Confidential information handling

Inbox management

Excel proficiency

Tools

Microsoft Excel

Job description

Customer Representative - Onboarding & Screening Support

Hybrid | Onsite Requirement $25.93 per hour 12-Month Contract (Potential Extension or Conversion to Permanent Based On Performance)

About the Opportunity

We are seeking a detail-oriented and customer-focused Customer Onboarding & Screening Support Specialist to support a high-volume Workforce Screening team. In this role, you will serve as a primary point of contact for candidates throughout the background screening process, providing exceptional customer support while ensuring accurate documentation, reporting, and case management.

This position is ideal for professionals who thrive in fast-paced environments, enjoy helping candidates navigate onboarding processes, and have strong organizational and communication skills.

Key Responsibilities

Serve as the first point of contact for candidates with questions related to background screening and onboarding requirements.

Provide timely, professional support via phone and email to ensure an excellent candidate experience.

Manage inbound candidate inquiries, return voicemail messages, and document interactions within tracking systems.

Monitor shared onboarding and workforce screening inboxes, triage communications, and route items to the appropriate stakeholders.

Guide candidates through documentation requirements, deadlines, and screening-related processes.

Follow up with candidates regarding missing documentation and required forms.

Scan, process, and track fingerprint cards while ensuring information is submitted accurately.

Update workforce screening systems and communicate completion status to relevant teams.

Generate daily operational reports and maintain reporting dashboards using Microsoft Excel.

Track candidate activity, service metrics, and case-related data to support team performance reporting.

Investigate screening-related issues and coordinate resolution with vendors and internal partners.

Identify recurring candidate concerns and recommend process improvements to enhance the screening experience.

Assist with ad hoc reporting and additional team projects as needed.

Required Qualifications

Experience in customer service, operations support, onboarding, administrative support, or a similar high-volume environment.

Excellent verbal and written communication skills.

Strong attention to detail and ability to manage confidential information professionally.

Experience managing shared inboxes and handling time-sensitive requests.

Proficiency in Microsoft Excel, including tracking, reporting, and dashboard maintenance.

Strong organizational skills with the ability to prioritize multiple tasks and deadlines.

Ability to deliver exceptional service while maintaining accuracy and compliance.

Preferred Qualifications

Experience supporting background screening, onboarding, HR operations, compliance, corporate security, or workforce administration.

Familiarity with background screening platforms, workforce systems, or case-management environments.

Experience generating operational reports for cross-functional stakeholders.

Demonstrated ability to recommend and implement process improvements.

What You'll Bring

A candidate-first mindset and passion for delivering outstanding customer service.

Strong follow-through and attention to detail.

Ability to thrive in a fast-paced, team-oriented environment.

Excellent problem-solving and critical-thinking skills.

Professionalism when handling sensitive candidate information.

A continuous improvement mindset focused on operational excellence.

Why Apply?

• Pay $24.99 - $25.93/hour
• 12-month contract with potential extension
• Opportunity for permanent conversion based on performance
• Exposure to HR Operations, Compliance, and Workforce Screening functions
• Collaborative, professional work environment
• Hybrid work arrangement

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PrideGlobal and it's affiliates offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, pet insurance and employee discounts with preferred vendors.

PrideGlobal and it's affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

PrideGlobal and it's affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates : Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.