Customer Service Supervisor in Rolling Meadows, IL at CareerBuilder Employment Screening

Date Posted: 8/7/2018

Job Snapshot

Job Description

US - CB Employment Screening


Job Summary:

The Client Services Supervisor is responsible for evaluating work quality, coaching and developing others, and coordinating daily employee schedules and work assignments. This requires a high attention to detail, analytical and creative thinking, persuasion, and time management.


Job Requirements:

  • Proactive coordination and supervision of daily activities and communications for team through the organization, planning and prioritization of work
  • Facilitate regular team meetings and conduct in-person performance feedback conversations
  • Develop and maintain constructive and cooperative relationships with team
  • Identify strengths, weaknesses and developmental needs of team; provide feedback, ongoing training and coaching
  • Proactively anticipate employee performance problems and initiate corrective actions
  • Document employee performance concerns, including monthly scorecards, and escalate when appropriate
  • Contribute to employee performance evaluations for team
  • Mediate and resolve basic conflicts within team
  • Accountable for the overall team productivity and adherence to service level agreements (SLAs)
    • Audit team emails, phone calls and CRM queues
    • Evaluate quality of work
    • Interpret meaning of policies and procedures when providing feedback
  • Applies acquired expertise to analyze and solve problems without clear precedent
  • Communicate effectively with all departments and positions within the company on the resolution of requests
  • Communicate with clients and applicants via phone, email and chat queues
    • Provide information about products and services
    • Obtain details on complaints and requests
    • Process requests then resolve with accuracy and efficiency
    • Provide training/guidance
  • Meet CareerBuilder Employment Screening quality standards for services by adhering to client guidelines, regulations, policies, and procedures
  • Other related duties and special projects (i.e., process improvement), as needed


Job Requirements:


  • High school degree or GED
  • Criminal justice or similar degree (preferred)
  • NAPBS FCRA Basic Certification (training and certification provided upon hire)
  • 1+ years' experience in a management position
  • Proficient with Microsoft Office Suite/Office 365 (Outlook, Word, Excel, OneNote, OneDrive) and proprietary systems (WebACE)
  • Ability to multitask (i.e., read or type while talking on the phone)
  • Strong written and verbal comprehension and expression skills
  • Previous experience with CRM systems (i.e., Salesforce) (preferred)




CareerBuilder, LLC is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.

TSR ID: 000669