Manager of Client Support

At Asurint, we're building a leading information-based technology company in Cleveland, Ohio. Asurint is on a mission to help our customers succeed by bringing innovation, flexibility and personal ownership to background screening - all while addressing the changing regulatory landscape. We measure our efforts by the success our customers enjoy and the positive onboarding experience of their employees. We are succeeding because they succeed.

Summary

The Manager Client Support is an effective problem solver and a strategic thinker with a focus on process improvement and service excellence. The manager is also responsible for ensuring complete and accurate responses to all support inquiries, concerns, and requests about the company's products and services. Additional key responsibilities include tracking and timely completion of monthly KPI's and performance metrics.

Responsibilities

• Supervises employees, provides direction, coaches, develops, and manages performance to organizational goals and expectations.
• Manages budgets and resources effectively and efficiently; knows and understands organization's financial position.
• Forecasts staffing needs based on volume and revenue fluctuations by monitoring sales pipeline and adjusting staffing accordingly.
• Demonstrates innovation by enhancing or creating processes to improve customer satisfaction by creating an environment consistent with Asurint's Core Values, resulting in retention of client's representatives.
• Drives innovation, enhances department processes, establishes and perfects best practices, and develops knowledge checks.
• Partners with their team and Quality Analyst to ensure consistency in interaction evaluations.
• Develops, enhances, and monitors Call Center Key Performance Indicators (KPI's) and Service Level Agreements (SLA's) to ensure consistent high performance.
• Creates department-specific policies appropriate for successful operation of the department.
• Continuously monitors Quality Control Scores and Net Promotor Scores to ensure Baker's Dozen recognition.
• Creates new-hire training agenda and materials for all new employees, adjusting training style for individual learning as needed.
• Demonstrates a comprehensive understanding of services and technology we provide to better facilitate internal/external questions and provide appropriate coaching and training.
• Acts as a resource for escalated client challenges; guides and supports the team to identify and resolve any escalated issues that could impact overall standard case turnaround timeframes for support deliverables.
• Interfaces and manages relationships with internal teams to develop solutions for clients' specific needs, proactively communicates/documents potential issues identified, manages timelines for successful case and client escalation handling.
• Manages our external support team, tracks KPI's, quality scores and our BPO partners' SLA's.
• Analyzes client product mix and makes recommendations to maximize overall client satisfaction.
• Other duties as required.

Requirements

• Experience leading at the functional level is required.
• Experience providing high-volume customer service/call center is re quired.
• Experience with the legal/court system is preferred.
• Experience with background screening is preferred.
• Proficiency in MS Office [Outlook, Excel, Word] or similar software is required. Relevant business management systems such as general ledger, HRIS, CRM, etc. is required. Salesforce is required.
• Education: Bachelor's degree or relevant experience in lieu of a degree is required.
• Certifications or licensure: Salesforce certification is preferred. Driver's license and ability to maintain a driving record that is satisfactory to the Company's liability insurance carrier is required.
• Years of relevant experience: 5 to 7 years is preferred.
• Years of experience supervising: 3 to 5 years is required.

Working Conditions

• The work environment involves everyday risks or discomforts that require normal safety precautions typical of offices, including the need for general safe workplace practices with office equipment and computers, avoidance of trips and falls, and observance of fire regulations.
• This position is performed remotely within the United States or in an office setting in the Cleveland, Ohio headquarters, although off-site meetings in various settings may occur.
• Inside Asurint's office environment, the noise level is usually quiet to moderate.
• In a remote setting, the employee is responsible for maintaining a safe and secure work environment, for arranging the off-site workspace in an ergonomically sound manner, and for maintaining standard Internet speeds in order to work effectively.
• In a remote setting, the employee is required to ensure that all equipment and records that are the property of Asurint but have been relocated to the off-site workplace, are maintained in a safe and secure manner and are used only for business purposes.
• The schedule is generally normal Eastern Time Zone business hours (unless otherwise communicated based on position or working location), although the employee may be required to perform work, attend meetings and events before or after normal workings hours, and occasionally on weekends and evenings.
• Some travel by personal automobile and a valid driver's license is required. Occasional overnight travel may be required.
• Ability to lift light objects (less than 20 pounds) and carry them short distances (20 feet or less) is required.

Benefits

In exchange for your unique abilities, perspectives and teamwork, Asurint offers a competitive salary and an excellent benefit package - with options you can select according to your needs - which includes:

• 401(k)
• Medical, dental and vision effective first day of employment
• Paid time off
• 8 company-paid holidays
• Employee Assistance Program
• Paid Bereavement
• Pet Bereavement
• Telecommuting Stipend
• Professional development programs
• Short-term and long-term disability benefits
• Flexible spending/health savings accounts
• Business casual attire
• Employee referral bonus

*Asurint is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.