Accurate Background LLC

  • Client Services Lead

    Job Locations US-CA-Irvine
    Posted Date 4 weeks ago(12/28/2018 12:18 PM)
    Job ID
    2018-1134
    # of Openings
    1
    Category
    110 - Client Services
  • Overview

    The Lead of Client Services (CS) is a role with responsibility for day-to-day client and consumer service & satisfaction. In this working lead position, he/she will need to have a thorough understanding of company procedures and policies and department processes. He/she should be a self-motivated team player and have the ability to motivate others. Must use good judgment in daily decision making, coordinate and assist in balancing department work load and provide support to the CS Team Members.

     

    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

    • Provide support and assistance to CS team members daily
    • Balance department workload, monitor productivity and quality
    • Monitor/track/report attendance and punctuality
    • Conduct and schedule training for CS team members
    • Create and maintain various procedural documents
    • Evaluate, present and drive solutions based on customer feedback
    • Issue clear instructions based on assigned duties to CS Team Member(s)
    • Troubleshoot and problem solve
    • Handle and successfully resolve client and consumer escalations
    • Perform quality checks and provide constructive feedback to team member(s)
    • Prepare some report(s) for management

     

    Expected Accomplishments:

     

    First 30-60 days:

     

    • Develop knowledge and understanding of various CS functions
    • Develop some knowledge and understanding of products and services
    • Sit with and shadow CS team members
    • Begin establishing collaborative relationships with team members and gain their trust and respect
    • Complete all scheduled training and prepare a list of various tasks/processes he/she deems important for the role
    • Learn and understand the order fulfillment process – start-to-finish
    • Familiarize and understand company policies (i.e. attendance, timeliness, time cards, safety etc…)
    • Learn and develop system know-how

     

    At some point during or at the end of the first 60 days, the lead is expected to have developed a good level of knowledge and will have begun supporting the team with daily questions. He/she will have started with the monitoring of the work load and worked with immediate supervisor/manager to balance. He/she will start monitoring agent calls, track and rate the performance and the results of the handled call(s) using current process.

    Qualifications

    Requirements, Skills, and Education

     

    • Must have 5 years of customer service or operations experience
    • Some lead/supervisory experience preferred
    • Some call center experience desired
    • Experience in background screening industry desired
    • High School Graduate
    • Excellent people, motivating and coaching skills
    • Demonstrated ability to think quickly and resolve problems
    • History of detail-oriented, multi-tasking abilities in fast-paced, customer-focused environment
    • Ability to learn quickly and retain knowledge
    • Effective communication and presentation skills
    • Basic computer skills, including working knowledge of MS Office (Word, Excel, PowerPoint, Outlook)

     

     

    Working Conditions:

     

    • The company environment is dynamic and reflective of rapid growth.
    • Friendly, helpful, open, and all inclusive.
    • Fast paced with frequent changes.
    • Sits and works at desk computer-keyboard for extended periods of time.
    • Works with others.
    • Hours may exceed 40 hours per week.
    • Some noise level within the office.
    • Possible travel.

     

     

    Accurate Background offers competitive compensation, a comprehensive employee benefits package, supplemental benefit options, generous paid time off, and 401(k) employer contribution. 

     

    Our company uses E-Verify to confirm the employment eligibility of all newly hired employees.  To learn more about e-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

     

    All qualified applicants will receive consideration of employment without regard to race, color, religion, gender, national origin, or other status protected by applicable law.

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