Live Scan & Customer Support Specialist

Job Description

Description:

Position Overview

We are seeking a reliable and customer-focused Live Scan & Customer Support Specialist for our Hawthorne, CA location. This role will primarily support Certifix Live Scan operations , including high-volume customer support, while also assisting with PostScan Mail services .

During the initial training and certification period (approximately 2–3 months), this position will focus heavily on phone-based customer support for Certifix Live Scan , transitioning into a dual role that includes fingerprinting services once certified.

Key Responsibilities

Customer Support (Primary in Initial Phase)

1. Handle a high volume of inbound calls for Certifix Live Scan customers
2. Assist customers with appointment questions, service selection, and general inquiries
3. Provide clear guidance on fingerprinting processes and requirements
4. Respond to customer emails in a timely and professional manner
5. Resolve customer issues efficiently or escalate when necessary

Live Scan Fingerprinting (After Certification)

1. Perform Live Scan fingerprinting services in compliance with state requirements
2. Verify applicant identity and ensure accurate data entry
3. Capture high-quality fingerprints and minimize rejections
4. Maintain fingerprinting equipment and workstation
5. Follow all Certifix procedures and compliance standards

Mail Handling & Processing (PostScan Mail)

1. Receive, sort, and log incoming mail and packages
2. Scan mail items and upload them to customer accounts
3. Process requests such as forwarding, shredding, and storage
4. Maintain organization and ensure timely processing
5. Handle sensitive documents with confidentiality

Location Operations

1. Support daily operations of the Hawthorne location
2. Maintain a clean, organized, and professional environment
3. Balance responsibilities between customer support, mail processing, and fingerprinting

Qualifications

1. Strong phone presence and customer service skills (this is critical)
2. Ability to handle high call volume with professionalism and efficiency
3. Excellent communication skills (verbal and written)
4. Strong attention to detail and accuracy
5. Comfortable using computers and web-based systems
6. Reliable, punctual, and professional

Preferred Qualifications

1. Experience in call center or high-volume phone support
2. Experience with Live Scan fingerprinting (or willingness to become certified)
3. Experience in mail handling or administrative operations
4. Bilingual (English/Spanish) is a strong plus

Work Environment

1. Office-based role in Hawthorne, CA
2. Combination of phone-based support, customer-facing services, and operational tasks
3. High call volume environment, especially in the initial phase

Why This Role Matters

This role is essential to supporting both:

1. Certifix Live Scan , through high-quality customer support and fingerprinting services
2. PostScan Mail , through accurate and secure mail processing

You will play a key role in ensuring a smooth customer experience while helping scale operations at this location.