Client Success Advocate

Description

Universal Background provides industry leading people insights to safety sensitive organizations in a simplified experience through our best-in-class background screening, drug testing, occupational health, and verification services. We are proudly ranked as an industry leader in quality and service delivery. To support the company’s continued growth, we seek an Advocate to join our growing team.

Summary

The primary objective of the Client Success Advocate is to provide prompt, accurate and timely service to our clients. Because most clients submit and retrieve background checks directly via Universal’s web-based application system, this position involves frequent explanation and step-by-step guidance to use the system for new client users. While not a technical support position, per se, experience and/or skills in instruction and web site usage and troubleshooting, etc. will be an asset. The ideal candidate will embody our core values of Execution, Ownership, First Team, and Design in their daily responsibilities, which include:

Responsibilities

• Execution:
• Handle a substantial number of inbound and outbound transactions, providing phone- and email-based support.
• Execute customer transactions according to company procedures in a web-based CRM application.
• Execute new account setup and existing account maintenance functions.
• Perform other duties as assigned
• Ownership:
• Take ownership of daily outbound calls to assigned clients regarding order status and updates.
• Develop continued knowledge of products for fulfillment
• First Team:
• Work both independently and as a team member in a collaborative environment.
• Design:
• Anticipate customer needs and proactively design customer service solutions.
  
  

Position Requirements

• Education:
• High School Diploma or Equivalent.
• Some college or technical college preferred.
• Experience:
• Experience in a professional customer service setting, business-to-business preferred.
• Skills:
• Demonstrated ability to solve problems within the bounds of department policies and procedures.
• Demonstrated ability to gather and assess information in a fast-paced environment.
• Microsoft Outlook and Internet/Web Skills
• Rapid comprehension and strong written and verbal communication skills.
• Ability to remain calm and professional while dealing with urgent customer needs in high-stress situations.
• Ability to work both independently and as a team member in a collaborative environment.
• Knowledge of background checks, pre-employment screening and/or human resources would be an asset to this position.
  

We offer great benefits including medical, dental, vision, 401(k) with up to 4% matching, generous employee referral bonuses, vacation and sick time, and paid company holidays.

Must be available for an in-person interview. Fluent English, both written and verbal, is required.

Selected candidates will be required to pass a comprehensive background check and drug screening.

Universal Background is unable to sponsor or take over sponsorship of employment Visa.

Universal Background is committed to creating a diverse work environment and we are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.