Service Specialist

Job Description

Job Description

We are looking for a Service Specialist to join a Contract opportunity supporting payroll services operations in West Henrietta, New York. In this customer-facing role, you will assist clients with background screening activities, provide timely updates, and help ensure a smooth service experience. The position requires strong communication, sound judgment, and the ability to manage a steady workload while meeting established performance expectations.

Responsibilities:
• Provide responsive support to clients using the HireRight background screening platform, ensuring each interaction is handled with professionalism and care.
• Monitor pending cases and proactively follow up on unresolved items so work is completed within defined service timelines.
• Build and apply working knowledge of assigned payroll and service offerings, along with relevant policies and operating guidelines.
• Record client conversations, updates, and case details accurately to maintain complete service documentation.
• Use internal systems and software tools effectively to manage requests, enter data, and track activity across accounts.
• Recognize workflow inefficiencies and share practical recommendations with leadership to improve team performance and service quality.
• Offer guidance and day-to-day support to newer team members by sharing effective service practices and process knowledge.
• Manage high-volume tasks with strong organization and prioritization while maintaining accuracy in data entry and administrative support work.• At least 2 years of experience in a customer service or client support environment.
• Ability to handle frequent inbound and outbound phone communication with confidence and professionalism.
• Experience conducting customer outreach and following through on open service-related items.
• Comfortable working in a metrics-driven setting with goals tied to productivity and service quality.
• Strong attention to detail with the ability to document information accurately and consistently.
• Familiarity with compliance-focused processes, service procedures, and deadline-based work expectations.
• Proficiency with business software and customer service systems, including platforms such as CRM or HR-related tools.