Client Support Specialist, Background Screening

Ministry Brands is looking for a Client Support Specialist, Background Screening to join our growing team! Who we are Ministry Brands is a leading provider of SaaS operational management systems, payments platforms, digital engagement tools and background screening solutions for faith-based, non-profit and for-profit organizations. We serve more than 95,000 customers as a trusted partner in digital transformation and enablement – advancing missions, driving efficiencies, and building engaged communities for more than four decades. The diverse and real-world experiences of our team members serving their communities makes us stronger together and enhances our ability to advance digital transformation for the greater good. As a part of Ministry Brands, we are a fast growing, globally recognized background screening company accredited by the Professional Background Screening Association (PBSA) with locations in Tulsa, Oklahoma and Tampa, Florida. Our mission is to be the trusted voice in background screening by providing a unique experience that conveys our visionary leadership, passion for service and commitment to excellence. Come be a part of a rapidly expanding organization that fosters employee engagement, as well as personal and professional growth! Working Location: This is a hybrid role based out of our Tampa, FL or Tulsa, OK offices. In this role, you will work from home 2 days per week and in the office location 3 days per week. Role will be full-time onsite during the training period and transition to a hybrid schedule after completing training. Quarterly Incentive Program This position is eligible to participate in our quarterly incentive program. Associates in this role may receive bonus payments each quarter in which the Protection division achieves its financial targets. Bonus amounts and eligibility are determined at the company's discretion based on overall business and individual performance. What you'll do Provide user support to improve the experience of customers and/or end-users of their assigned product. Provide timely responses to customer service inquiries via product ticket system, emails, LiveChat, and phone calls Work with customers to identify and replicate errors and defects through a variety of communication means to ensure resolution Collaborate with team members to provide resolutions to customer inquiries Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision-making purposes Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue Provide excellent customer service through a friendly yet empathetic tone, and proactive and timely responses to maintain high customer satisfaction scores. ​ Who you are Experience in customer service, support, or other customer-facing roles A two-year degree from a college or technical school or an equivalent combination of education and experience is preferred Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook Demonstrated ability to learn and understand ticketing software applications Excellent verbal and written communication, organization, and follow up skills Clearly describe technical detail in emails and calls Discern appropriate resolution and escalation paths Ability to work effectively and accurately within a fast-paced, deadline-driven environment Benefit offerings designed to promote a life of balance! At Ministry Brands, we recognize that your career is just one important piece of your dynamic life. We offer a robust range of benefit offerings designed to cultivate a lifestyle of balance and personal success. Robust healthcare options – Options include a plan that is 100% covered by Ministry Brands for employee only coverage as well as a generous HSA contribution by the company. Employees have several healthcare options to choose from in order to find what works best for them. Flexible paid time off – There is no perfect, one size fits all balance between work and home. We provide flexible work schedules, PTO for vacation, and up to 80 hours of paid sick/safe leave. We also feature 11.5 days of fully paid holidays! Paid parental leave – Adding a new child to the family is a big adjustment! We provide the time and income to allow parents to adjust to their new normal in the healthiest way possible. Mental health support – Ministry Brands is a stigma free company with the National Alliance on Mental Illness. Associates are supported through an Employee Assistance Program which provides access to in-person or virtual counseling at no cost. Professional development reimbursement – Ministry Brands aims to support your professional development and empower you to drive your career by providing financial assistance to our associates seeking to further their education and career. Employee Recognition & Rewards - At Ministry Brands, we use Nectar to celebrate achievements and strengthen our culture of recognition. This social platform empowers employees to send meaningful kudos, award points redeemable for rewards, and highlight contributions that exemplify our values. Through Nectar, we foster engagement and appreciation while providing tangible ways to recognize great work. Ministry Brands is committed to acknowledging and valuing our employee differences and to creating an environment in which every individual’s unique strengths and abilities are developed and valued. Our employees share in the responsibility for creating this environment and demonstrate mutual respect and acceptance in the workplace. We welcome everyone and are dedicated to creating a culture where all our employees have equal opportunity to be heard and reach their full potential. Ministry Brands is proud to be an Equal Employment Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.