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
Our Client Services team is the voice of Accurate Background – they connect with customers to provide information and resolve issues. The Client Services Team Lead will have achieved proficiency in the requirements below through job-related training and work experience. They perform a variety of the most complex tasks and serve as a subject matter expert (SME) for the team. This requires a high attention to detail, critical thinking, problem solving, a strong service orientation, persistence, and the ability to be adaptable.
Accurate Background is a fast-growing organization, focused on providing employment background screenings and building trustful relationships with our clients. Accurate Background continues to exceed expectations by offering an array of innovative and cutting-edge background check and credentialing products to meet the needs of human resource, loss prevention, and security/legal professionals in employment screening and vendor certification.
We offer a fun, fast-paced environment, with lots of room for growth. If this sounds good to you, join our team!
Responsibilities
- Assist with the administration and monitoring of department's quality assurance program
- Assist with closed loop feedback survey results and responses
- Assist with prioritizing tasks, providing task updates, completing reports, compiling efficiencies (statistics), and acting as a back - up to a Supervisor in his / her absence.
- Monitor real time center performance
- Accountable for problem resolution of customer issues and to communicate resolution to appropriate parties
- Investigate issues and document steps taken to achieve resolution
- Manage resolution of issues through contact with the appropriate departments to achieve a positive outcome
- Investigate and handle escalated issues, as required for resolution of customer issues
- Respond to customers regarding status of formal complaints or appeals
- Meet departmental standards for production, quality, and schedule adherence
- Participate in training and self - development opportunities when appropriate
- Demonstrate a cooperative, positive attitude in the workplace
- Adhere to quality improvement initiatives
- Own problem / escalated issues through to resolution and ensure timely follow - up with relevant parties
- Research complex issues across multiple databases and work with support resources to resolve issues
- Partner with others to resolve escalated issues
- Mentor new hires and existing staff in the efficient use of call handling best practices designed to ensure accurate and consistent call responses
- Provides targeted coaching to frontline staff as needed and/or requested
- Serve as an expert by answering questions and accepting escalated calls from the contract group
- Assist in researching and responding to complex customer calls within current turnaround standards
- Provides feedback to the team with guidance from the Supervisor
- Supports new team members to help make a successful transition to the floor
- Tracks and trends issues from the floor (technical clarification, systems)
- Makes recommendations on process improvements
- Accepts inbound calls to ensure continued superior performance with metrics
- Identifies potential gaps in knowledge based on performance results. Filter's feedback and documentation for curriculum revisions to training
- Works with the Supervisor and team to tackle performance opportunities
- Executes special projects as required (i.e., audits, project pilots, etc.)
Skills & Qualifications
- 5+ years of customer service experience in International BPO.
- HSC/ Graduate.
- Patience
- Attentiveness
- Ability to use positive language.
- Persuasion
- Time Management
- Multitasking (i.e., read or type while talking on the phone)
- Empathy
- Goal-oriented focus
- Strong written and verbal comprehension and expression skills
- Previous experience with Microsoft Office Suite/Office 365 (Outlook, Word, Excel, OneNote
- Open to US rotational Shifts
- Work from Office role (Thane- Kolshet)
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.
