Customer Service Representative

Job Overview

The Customer Service Representative (CSR) delivers high-quality, compliant support and serves as the first point of contact for clients and applicants via phone, email, chat, and web-based tools. This role builds strong product knowledge of AssureHire’s background screening software and industry through training and hands-on experience in a collaborative, fast-paced environment.

Essential Duties & Responsibilities

• Serve as the first point of contact for client/applicant inquiries across phone, email, chat, and support portal
• Gather and assess information to understand issues and provide effective solutions
• Research, troubleshoot, and resolve issues within established SLAs
• Communicate workarounds, next steps, or escalations clearly and professionally
• Accurately document all client/applicant interactions and case details
• Prioritize and manage cases based on severity and urgency
• Meet weekly/monthly customer satisfaction (CSAT) and performance goals
• Collaborate and support all internal teams/products to resolve complex or