Alliance Background Client Concierge Remote · Full time Company website

The Client Concierge serves as the primary point of contact for clients, ensuring a seamless and exceptional customer experience. This role is dedicated to delivering outstanding service, fostering client relationships, and addressing inquiries and concerns with professionalism and efficiency. Acting as a client advocate, the Client Concierge helps maintain satisfaction, trust, and loyalty by providing timely, personalized solutions and proactively supporting the client's needs.

Description

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

Salary

$40,000 - $55,000 per year