Note: The job is a remote job and is open to candidates in USA. InformData is hiring a Core / ISA Account Client Experience Partner to serve as the primary point of contact for clients and deliver timely, accurate support. The role manages high-volume inquiries, resolves issues, coordinates with internal teams, maintains data integrity, and supports a consistent, positive client experience.
Responsibilities
- Serve as the primary point of contact for inbound client inquiries, delivering timely, professional, and solution-oriented support through phone, email, and ticketing systems
- Answer and resolve inbound calls through the Customer Service hunt group while providing accurate information and a positive client experience
- Monitor and manage the Zendesk General Support queue, ensuring tickets are resolved within established service level agreements (SLAs) and documented workflows
- Provide clients with timely updates regarding order status, results, turnaround times, and other service-related inquiries
- Complete daily status reports, pending lists, and other operational tasks in accordance with established procedures and work instructions
- Coordinate with Vendor Relations, investigators, and internal teams to follow up on outstanding work orders and ensure timely completion of client requests
- Accurately document client interactions, updates, discrepancies, and issue resolutions within systems of record to maintain data integrity and visibility
- Monitor pending searches and proactively communicate progress, delays, or required actions based on client instructions and expectations
- Support client-specific requests and service needs within established guidelines while ensuring consistency and compliance with company standards
- Identify, troubleshoot, and resolve routine client concerns while escalating complex, sensitive, or at-risk issues to leadership when appropriate
- Partner with Operations and cross-functional teams to ensure accurate service delivery, improve responsiveness, and enhance the overall client experience
- Contribute to operational excellence by maintaining quality standards, following documented processes, and supporting continuous improvement initiatives
Skills
- Strong oral and written communication skills
- Ability to work independently with excellent time management skills
- Proven problem-solving and critical thinking abilities
- Capacity to manage multiple tasks simultaneously and effectively
- Exceptional organizational skills and attention to detail
- Proficient in computer skills necessary for the position, including word processing, relevant software applications, and internet research tools
- Successful completion of all required training related to the position
- This position requires the incumbent to work indoors at a desk for extended periods of time
- The person must be able to comprehend and follow work instructions in a fast-paced, team environment
- This position may be requested to work overtime on occasion to meet company objectives
- This role is open only to candidates who are currently authorized to work in the United States without the need for employer sponsorship, either now or in the future
- At least 1 year of prior customer service experience preferred
Benefits
- Full-time employment
- Fully remote work arrangement
Company Overview