Job Description
POSITION: CLIENT SUPPORT MANAGER
WHO WE ARE:
AT TIS, WE BELIEVE THAT BEFORE YOU ENTER INTO A TRUE PARTNERSHIP, YOU NEED TO LEARN WHO YOUR PARTNER REALLY IS, WHAT THEY STAND FOR AND IF THEY’RE TRULY KNOWLEDGEABLE, ETHICAL, TRUSTWORTHY AND HONEST. SO, WE’D LIKE TO TELL YOU MORE ABOUT US SO YOU CAN DETERMINE IF WE’RE THE RIGHT FIT FOR YOU.
We’re a national background screening & drug testing firm but first and foremost, we are educators who are dedicated to helping employers understand the true inner workings of background screening – an industry with background screening packages with crazy and confusing names, searches that may or may not be useful or what they appear to be and, in some cases, may even be litigious to run. It’s an industry where criminal record and other data may be purchased without regulation among firms and the level of compliance knowledge varies dramatically from organization to organization. As you can see, an employer is only as good as their screening firm, which drives us to be the best every single day.
Total Insight Screening, Inc. (TIS) was born in 2002 as the result of two women, who had been pioneers in the screening industry since 1996, seeing the gaping need for a background screening firm who focused on more than ‘the sale’ AND understood the research and criminal record side of the business in its entirety. We’ve grown a lot since 2002, with team members in 5 states, but our mission to be the very best background screening firm and partner to our clients has never changed.
We set the bar with our accuracy, commitment to education, compliance expertise and passion for client care. Our commitment to keeping our clients from harm’s way is our pleasure and our passion, not an obligation. We are honest and refuse to utilize smoke and mirrors or compromise our results with inferior data for the sake of profit. And we execute our mission with respect, kindness, compassion and integrity in all of our actions, with all that we serve, both internally and externally.
JOB OVERVIEW:
This is a unique job that is responsible for various key processes which ultimately result in client satisfaction and internal growth. This role serves as a member of the management team and provides sales support, client onboarding and training and a variety of exciting special projects, including research, vendor interaction and conference tracking. It is ultimately responsible for exceeding client expectations in regard to our products and our services. Reports to the President with a direct accountability to the Sr. Director of Operations.
ESSENTIAL FUNCTIONS:
1. Manages the entire new client credentialing & onboarding process which includes serving as an internal liaison with System Manager for client set up information, such as packages being run, pricing, client info, drug testing details, special requests on reporting records, etc.
2. Performs Sales Support, Account Manager and Project Management duties and serves as a client liaison. This accountability will be varied but will include:
3. Serves as a key system trainer, performs system demos and manages new trainers
4. Attends industry specific (Human Resources) webinars and conferences, which will require some travel and must be willing to obtain industry specific credentials (paid for by the company).
QUALIFICATIONS/DESIRED SKILL SET:
EXPERIENCE IN THE BACKGROUND SCREENING AND DRUG TESTING INDUSTRY IS HIGHLY DESIRED. Expertise in MS Office, very strong project management skills, ability to multitask and remain on point and meet deadlines with unpredictable daily events based on client needs. Must possess a sense of urgency, out of the box thinking and positive attitude. Must be highly adaptable, able to think very quickly, pivot fast and make informed judgement calls. Must be flexible and willing to evolve and learn new key skills. Must desire to work in a collaborative, supportive work environment where everyone works for the client’s best interest and supports each other internally.
Bachelor’s degree preferred.
Candidates with background screening experience will be given preference.
Experience in Human Resources is a definite plus but not required.
5+ Years of business experience in a fast paced environment.
IDEAL CANDIDATE IS LOCATED IN EVANSVILLE, IN OR SURROUNDING AREA BUT WILL CONSIDER OTHER LOCATIONS.
KEY COMPETENCIES:
· Commitment to Superior Client Care – we live it; we breathe it
· Critical Thinking/Problem Solving Skills/Ability to think through complex challenges and create solutions
· Excellent Oral/Written Communication Skills – proper grammar and writing skills are critical
· Understanding of/Ability to Learn Products and Systems
· Demonstration of Strong Leadership Skills – must be self-motivated; action taker who proactively adds value and doesn’t wait to be given a task list
· Professionalism/Work Ethic/Team Collaborator – ‘this isn’t my job’ mentality is not for us
· Passion for Education and Learning – continuously wanting to learn more and improve
· High level of detail management, necessary for managing simultaneous multiple projects
TRAVEL:
Some travel may be required to conferences or meetings.
WE OFFER:
· AN ENVIRONMENT THAT ALLOWS YOU FLEXIBILITY AND SUPPORT WITH PROVEN PERFORMANCE. We understand that we each need life balance, have families, get sick, have emergencies and are juggling daily life responsibilities and we support that 100%. In turn, we only ask for a passion for our clients, your role and responsibilities to our team and our company. We want our team members to live their best lives!
· COMPETITIVE SALARY with growth opportunities in a dynamic, ethical company.
· 10 PAID HOLIDAYS, 2 WEEKS’ VACATION FIRST YEAR (ACCRUING AFTER 90 DAYS).
· THE ABILITY TO WORK FROM HOME.
· EMPLOYER CONTRIBUTION OF 50% OF EMPLOYEE HEALTH COVERAGE. VISION AND DENTAL ARE OFFERED AS WELL.
· $2,500 IN LIFE INSURANCE (AT NO COST TO EMPLOYEE).
· 401 K after 1 year of service, which is FULLY vested with an 4% employer match.