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Customer Care Specialist

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Job Summary

Ebi Inc
Owings Mills, MD 21117
Business Services - Other
Job Type
Full Time
Years of Experience
2+ to 5 Years
Education Level
High School or equivalent
Career Level
Entry Level
13.00 - 15.00 $ /hour

Customer Care Specialist

About the Job

Customer Care Specialist

Employment Background Investigations, Inc. (EBI), headquartered in Owings Mills, Maryland, is a leader in the employment screening industry specializing for over a decade in assisting organizations in securing the safety of their workforces through the use of cutting edge screening technologies.


Job Duties:


·         Help to earn and maintain good customer relationships.

·         Analyze and creatively resolve issues with clients

·         Respond to client emails within 15 minutes of receipt

·         Answer phone calls by 2nd ring

·         Create SLX tickets for all communication internally and externally

·         Track phone calls and email tickets in SLX to evaluate the needs of our clients

·         Track tickets in SLX to ensure that tickets are being followed up on a daily basis, completed as quickly as possible and that there are no duplicate tickets issued.

·         Monitor integration submittals

·         Set up new accounts/reactivations - due diligence clearance, implementation/roll out, release of operations/account, etc…

o   Review of SLX profiles

o   Review of contracts/addendums

o   Review of account set-up forms

o   Establishing accounts in FRS

o   Coordination of fee structure with Accounting department

o   Ordering on-site inspections and follow-up to ensure timely completion

o   Coordination of training

o   Issuance of user ids/passwords

o   Communicate established accounts to all departments

·         Update profile and account changes in all EBI internal systems

·         Communicate changes to all affected departments

·         Train/retrain clients to submit and retrieve requests/reports on MyEBI

·         Understanding the EBI product line and services

·         Understanding the FCRA (Fair Credit reporting Act)

·         Coordinate required monthly reporting for client base on manager’s direction

·         Provide feedback and ideas for how to better processes creating efficiency

·         Provide administrative support to Manager of Client Relations as needed

·         Meet deadlines on projects, such as, implementation of new clients

·         Monitor the fax server to make sure we are contacting and sending out the results for clients that are listed as “Call before faxing.”

·         Monitor FRS to make sure that the requests entered on the website come through to FRS

·         Monitor FRS to make sure that all uploaded requests as well as requests zeta faxed to Customer Care are in FRS

·         Investigate email failures

Required Skills:


  •          Patience and ability to keep a cool head

·         Ability to maintain happy and satisfied clients

·         Excellent phone skills a must

·         Multi-tasking in a fast paced environment

·         Must display a good positive attitude and work ethic. Dependability and attendance are critical

·         Proficient with FRS- processing knowledge a plus

·         Knowledge of SalesLogix- issuing tickets to clients helpful, but not necessary

·         Processing experience

Go to www.EBIINC.com to Apply! Click on icon on bottom right of screen; follow the directions to apply by answering questions, inputting past work history and attach resume.


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