When you join Accurate Background, you re an integral part of making every hire the start of a success story
Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions
Responsibilities:
Ensure high customer satisfaction by working with internal teams to provide a seamless customer experience
Educate clients on best practices for their program and business needs, becoming a trusted advisor
Maintain a consistent level of technical readiness and industry expertise
Understand and provide accurate information via phone and email about client portals, products, services, and account information
Conducts initial triaging and handles escalations of client concerns; manages the escalation through to completion
Identifies root causes of turnaround time concerns
Reviews account setups and implements process improvements
Ensures accurate submission of implementation tasks
Train and onboard new client users as needed
Conveys compliance and technical solutions in a language that clients will understand
Provide updated pricing for new packages or a la carte options
Provide support and assistance for invoice related questions
Understand and provide guidance for ATS integrations
Handle and successfully resolve client escalations
Identify roadblocks, make decisions, and effectively communicate solutions
Qualifications:
Previous experience working on time-sensitive issues in a fast-paced environment
2-3 years of customer service experience
Experience in background screening industry desired
Strong interpersonal skills
Excellent communication skills, both written and verbal, with a focus on issue identification, troubleshooting, and conflict resolution
Ability to prioritize and manage several tasks at once
Ability to work effectively to deadlines
Good organization and time management skills
Analytical and problem-solving skills
Ability to work independently and as part of a team
Ability to learn quickly and retain knowledge
Strong Microsoft Office knowledge (Work, Excel, PowerPoint, Outlook)
