Associate 3, 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, OneNote, and OneDrive, 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, customer relationship management platforms, case-management tools, or similar systems.
• Experience researching and resolving concerns through approved knowledge resources and documented procedures while navigating multiple systems.

Knowledge, Skills, and Capabilities:

• Customer and applicant support across phone, email, and chat.
• Investigation, problem-solving, judgment, and accurate application of approved knowledge.
• Clear, professional, respectful, patient, and empathetic communication.
• Accurate Salesforce and case-management processing, documentation, and follow-through.
• Planning, prioritization, time management, and multitasking across customer contacts and system work.
• Collaboration with Supervisors, peers, and other departments to resolve concerns.
• Learning agility and adaptability in response to product, process, system, policy, regulatory, and knowledge-base updates.
• Consistent focus on service quality, productivity, schedule adherence, customer experience, privacy, and compliance.

The hourly rate for this role is $22.05 an hour. Pay will vary depending on job-related knowledge, skills, experience, and relevant education and training. This position may also be eligible for an annual performance-based bonus, commission, or other variable pay plan. The Company also offers a full range of benefits, including medical, dental, and 401k. Your recruiter can share more details about the specific compensation package during the hiring process

The Accurate Way: 

We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave.  

Take ownership. 

Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.      

Be open.

Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.

Stay curious. 

Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve. 

Work as one. 

Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed. 

Equal opportunities 

Accurate is an equal-opportunity employer and is committed to hiring talented and qualified individuals with diverse backgrounds. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. 

Accurate will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws. 

This posting is open for U.S.-based candidates who currently reside in the following states: AZ, CA, CO, DE, FL, GA, IL, KY, MD, MI, MN, NV, NH, NY, NC, OH, OK, PA, TN, TX, VA, WA, WV

Special Notice: 

Accurate is aware of schemes involving fraudulent job postings/offers and/or individuals or entities claiming to be employees of Accurate. Those involved are offering fabricated employment opportunities to applicants, often asking for sensitive personal and financial information. If you believe you have been contacted by anyone misrepresenting themselves as an employee of Accurate, please contact humanresources@accurate.com. 

- Please be advised that all legitimate correspondence from an Accurate employee will come from "@accurate.com" email accounts. 

- Accurate will not interview candidates via text or email. Our interviews are conducted by recruiters and leaders via the phone, Zoom/Teams or in an in-person format. 

- Accurate will never ask candidates to make any type of personal financial investment related to gaining employment with the Company.