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
Acts as a trusted client partner, delivering seamless support, issue resolution, and technical guidance while ensuring high customer satisfaction.
Manages escalations end‑to‑end, supports onboarding, integrations, invoicing, and pricing, and drives process improvements through root‑cause analysis.
Focuses on client retention and revenue growth through upselling/cross‑selling, strong communication, and collaboration in a fast‑paced environment.
Responsibilities
- Ensure high customer satisfaction by working with internal teams to provide seamless customer experience
- Educate clients on best practices for their program and business needs, becoming a trusted advisor
- Maintain a consistent level of technical readiness and industry expertise
- Understand and provide accurate information via phone and email about client portals, products, services, and account information
- Conducts initial triaging and handles escalations of client concerns; manages the escalation through to completion
- Identifies root causes of turnaround time concerns
- Reviews account setups and implement process improvements
- Ensures accurate submission of implementation tasks
- Train and onboard new client users as needed
- Conveys compliance and technical solutions in a language that clients will understand
- Provide updated pricing for new packages or a la carte options
- Provide support and assistance with invoice-related questions
- Understand and provide guidance for ATS integrations
- Handle and successfully resolve client escalations
- Identify roadblocks, make decisions, and effectively communicate solutions
Qualifications
- Previous experience working on time-sensitive issues in a fast-paced environment
- Minimum 2+ years of Client Service experience
- Applicants must have proven track record of 2 to 3 years in upselling/cross-selling to clients in the U.S. market.
- Client retention experience of minimum of 2 to 3 years.
- Strong interpersonal and negotiation skills.
- Excellent communication skills, both written and verbal, with a focus on issue identification, troubleshooting, and conflict resolution
- Ability to prioritize and manage several tasks at once
- Ability to work effectively to deadlines
- Good organization and time management skills
- Analytical and problem-solving skills
- Ability to work independently and as part of a team
- Ability to learn quickly and retain knowledge.
- Experience in background screening industry preferred.
- Strong Microsoft Office knowledge (Work, Excel, PowerPoint, Outlook)
- Knowledge of Salesforce
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.
You must have a right to work in Australia indefinitely that does not involve sponsorship by the Company.
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 [Confidential Information].
- 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.
