Client Services Representative

About Us

At Fieldprint, we’re more than a leader in identity management services — we’re a team driven by purpose, innovation, and a commitment to making a difference.

We provide a full range of secure, efficient services including Livescan fingerprinting, fingerprint enrollment, Form I-9 Section 2 completion, badge photography and processing, and fitness determinations for a wide range of clients — from corporations and non-profits to federal, state, tribal, and local government agencies.

As a pioneer in the industry, we’ve built a reputation for developing advanced technology that delivers fast, accurate results. But what truly sets us apart is our people.

Fieldprint is powered by a diverse team of thoughtful, dedicated professionals who bring kindness, collaboration, and passion to everything we do. If you're looking to grow your career in a mission-driven environment where your contributions matter, we’d love to meet you.

Job Description

The Client Services Representative provides customer support by problem solving, troubleshooting, and responding to external or internal user requests via phone, chat, or email.

This is an on site position located in Mt. Laurel, NJ. This position pays $18hr. Shift is 11am-7pm, Monday-Friday.

Responsibilities

• Answering incoming calls, emails or messages from clients
• Proving prompt, professional and accurate responses to inquires
• Educating clients on company offerings
• Investigating and troubleshooting client problems, concerns or complaints
• Maintaining accurate client records and databases
• Providing product or service information when applicable: Educating clients about the company's offerings, explaining features, benefits, and any other relevant details to assist with client needs
• Resolving client issues: Investigating and troubleshooting client problems, concerns, or complaints, and working towards finding satisfactory resolutions to ensure client satisfaction.
• Managing client accounts: Maintaining accurate client records and databases, updating contact information, and documenting relevant details of client interactions for future reference.
• Collaborating with internal teams: Liaising with various internal departments such as account management, IT, and operations to address client needs, relay information, and coordinate efforts to provide exceptional client service.
• Maintaining knowledge base: Staying updated on product knowledge and company policies to provide accurate and up-to-date information to clients.
• Meeting performance targets: Achieving individual and team goals related to client satisfaction, retention as set by the organization.
• Providing exceptional customer service: Ensuring a positive and personalized client experience by actively listening, empathizing, and going the extra mile to exceed expectations.
• Identifying escalation:  Understanding the appropriate conversation details to escalate support to the appropriate internal staff member, when applicable

Required Skills

• Ability to work in an inbound/outbound call center environment
• Strong time management and organizational skills
• Proficiency in M.S Office Suite
• Excellent written, verbal and telephonic communication skills
• Detailed oriented and able to manage multiple tasks or projects.

Education

The candidate we are seeking will have at minimum a high school diploma or equivalent.

Benefits

Fieldprint offers a comprehensive suite of benefits, an environmentally friendly workplace and flexible scheduling to assist employees in managing their lives outside of work.

• Medical, dental and vision coverage with spouse/family coverage options
• 401K plan with generous company match
• Flexible spending accounts
• Voluntary insurance coverage plans (life, disability, etc.)
• Paid lunch breaks
• Paid time off
• Paid holidays
• Paid training program/ Internal employee development
• Overtime options available
• Casual dress code
• Flexible work schedules
• Employee referral bonus program

Additional Information

All candidates are subject to a drug test and a background screening.

Fieldprint, Inc is an equal opportunity employer. Qualified candidates will be considered in a non-discriminatory manner without regard to legally protected characteristics.