CS Supervisor

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, Tennessee, 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.

The Customer Service Supervisor works with clients and their applicants to facilitate accuracy and timely resolution to their requests.  Individuals in this role respond to inquiries via phone, e-mail, or instant chat. Each request must be handled professionally and in a timely manner, adhering to company policies and procedures. 

• Work in multi-channel support environment of phone, emails, and/or online live chat.

• Field and resolve issues of low to moderate complexity; escalate more difficult issues

• Handle routine support activities such explain results (for a credit report, driving record, etc.) to clients or applicants, instruct users on entry into online applications,  perform ad hoc data entry, build reports, perform basic account administration functions, make requests for additional items to support an investigation,  distribute mail and faxes, and other functions as assigned

• Provide great customer service to ensure every contact feels they are important.

• Ensure adherence to Guidelines, regulations and processes where applicable while exercising judgment and reasoning abilities in order to solve problems.

• Identify and send new sales leads (such as current client referrals) to a Business Development Manager.

• College diploma preferred
• Ideally minimum 2 years’ experience in leadership role, preferably in International companies.
• Experience of dealing with external customers
• Proven experience in meeting deadlines and service delivery