Job Responsibilities
Client Support and Advocacy
- Serve as the main liaison for clients, ensuring their questions and concerns are addressed promptly and effectively.
- Build and maintain strong client relationships by understanding their unique needs and delivering tailored solutions.
- Act as a client advocate within the organization, ensuring their feedback is heard and acted upon.
Communication and Responsiveness
- Maintain response time for client inquiries during business hours, acknowledging and resolving requests efficiently.
- Provide clear and timely updates on the status of client requests, services, or changes to ensure transparency.
- Communicate effectively with internal teams to align on client expectations and deliverables.
Service Excellence
- Proactively identify opportunities to enhance the client experience and recommend improvements to processes or services.
- Provide onboarding support to new clients, ensuring they are comfortable and confident using company services.
- Deliver the Gold Standard level of service by exceeding client expectations at every interaction.
Administrative Support
- Document client interactions, requests, and resolutions to maintain accurate records.
- Create and maintain client profiles, ensuring all information is up-to-date and accessible.
- Support account updates, billing changes, and other administrative tasks as needed.
Problem Solving and Issue Resolution
- Anticipate potential challenges and proactively implement solutions to ensure client satisfaction.
- Escalate recurring or complex issues to appropriate teams, providing detailed documentation and context.
- Monitor client feedback and service trends to identify and address recurring concerns.
Collaboration and Teamwork
- Work closely with cross-functional teams, including Sales, Operations, and Implementations to deliver cohesive client support.
- Participate in team meetings to share insights, provide feedback, and align on client goals and expectations.
Qualifications
- Proven experience in customer service, client relations, or a similar role.
- Strong communication and interpersonal skills with the ability to build rapport quickly.
- Excellent problem-solving skills and attention to detail.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Proficiency in CRM systems, ticketing platforms, and other client management tools is a plus.
- A commitment to providing outstanding customer service and upholding the Gold Standard.
- Associate’s degree or higher preferred; or Minimum of 2 years of experience in the background screening industry.
Key Competencies
- Client-focused mindset
- Strong organizational skills
- Proactive approach to problem-solving
- Exceptional written and verbal communication
- Team-oriented and collaborative
Only candidates residing in the US will be considered for this role.
Benefits:
Salary + Commission + Bonuses
Medical/Dental/Vision/Life Insurance
Supplemental Insurance options
401K Retirement Plan
Option for flexible work hours
Generous PTO Policy, including your birthday as a holiday
Business Casual dress code
Office Optional Environment
Ongoing Educational Training opportunities