Customer Support Manager

4 dni temu

Katowice, Silesia, Polska HireRight Pełny etat
About HireRight

HireRight is the leading global provider of background screening and workforce solutions, dedicated to bringing clarity and confidence to vetting and hiring decisions.

Job Description

This role involves managing operational activities for key customers, including change requests, pricing and contracts coordination, remediation planning and follow-up, reporting, and analyzing and monitoring account guidelines. The successful candidate will work closely with accounts managers to execute on customer account needs.

Key Tasks
  • Manage PSO maintenance requests and follow-ups, ensuring timely completion of requirements through effective coordination with internal teams
  • Coordinate and manage invoicing, verifications, public records, technical and/or other remediation plans with internal teams, driving root cause analysis and corrective action processes
  • Develop process documents and templates, assist with business review data and document processes in systems as necessary. Review forms, presentations, and reports, and confer with Account Management to develop strategies and proactively identify problems and improvements
  • Maintain operational guidelines and trigger events to drive proactive client communication and retention efforts. Gather and analyze data and assist in developing solutions or alternative methods of proceeding
  • Collaborate with Account Managers and Operations to proactively report trends, prioritize, communicate and manage priorities with internal teams to ensure effective case management, problem resolution, and expectation management
  • Running, Analyzing and Developing Reports
  • Manage tasks such as batch uploads, SLA program penalty payouts, requesting CDs, account collections, EWS program support
Essential Skills
  • Bachelor's Degree and/or equivalent education and/or experience required
  • 2-3 years customer services, operations, or business analysis experience
  • Working knowledge of HireRight applications and processes preferred
  • Effective communication and interpersonal skills
  • Ability to generate reports via Excel and Business Objects
  • Professional presence and ability to work with multiple stakeholders
  • Microsoft PowerPoint skills and experience with Microsoft Office products
  • Strong analytical and problem-solving skills

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