Associate , Client Services

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.

Job Description:

The Customer Service Representative supports clients and applicants across phone, email, and chat by understanding concerns, researching relevant information, completing required system actions, and providing accurate, timely resolutions. The role partners with customers, Supervisors, peers, and internal departments to deliver a professional customer experience and ensure appropriate follow-through. This position balances investigation, case processing, documentation, privacy, service quality, productivity, and schedule expectations while using approved knowledge resources and sound judgment rather than relying exclusively on scripted responses.

Responsibilities:

Support client and applicant contacts professionally through phone, email, and chat, adapting communication to each customer’s situation.

Actively listen, review available information, and ask appropriate questions to understand concerns and identify the required action.

Investigate account, order, case, contact, and system information using approved knowledge articles, process guides, policies, and procedures.

Complete required system processing and take ownership of concerns through accurate resolution, follow-up, or appropriate handoff.

Communicate clear resolutions, next steps, expected timelines, and additional information required from clients or applicants.

Create, update, route, and complete cases or tasks in Salesforce and applicable internal systems, documenting research, actions, outcomes, and follow-up requirements.

Escalate complex, sensitive, or unresolved matters through the appropriate operational channel and coordinate with Supervisors, peers, and other departments.

Protect confidential and sensitive information in accordance with privacy, security, regulatory, client, and company requirements.

Maintain current knowledge of products, processes, systems, policies, regulations, and knowledge-base updates and apply coaching to improve service delivery.

Contribute to team service-level, quality, productivity, schedule, and customer-experience goals while identifying recurring concerns or knowledge gaps.

Qualifications:

Strong customer service, investigation, and problem-solving skills with the ability to support both client and applicant contacts professionally.

Strong active listening, questioning, information-gathering, and sound judgment when determining an appropriate course of action.

Clear and professional verbal and written communication across phone, email, and chat.

Ability to navigate and update multiple systems, including Salesforce, while researching information, processing requests, and documenting actions accurately.

Strong organizational, prioritization, time-management, and multitasking capabilities in a fast-paced environment.

Proficiency with Microsoft 365 applications, including Outlook, Word, Excel, One Note, and One Drive, and ability to type at least 45 words per minute.

Ability to take ownership, follow through, collaborate across teams, and maintain confidentiality in accordance with applicable privacy, security, regulatory, and company requirements.

Equivalent combinations of education and relevant experience may be considered where appropriate.

Preferred Qualifications:

Previous experience in Customer Service, contact center operations, client support, applicant support, or a related environment.

Experience supporting customers across phone, email, and chat.

Experience using Salesforce,…