Account Care Coordinator

When you join Accurate Background, you become an essential part of ensuring that every hire is the beginning of a success story. Your role will be vital in advancing the background screening experience through visibility and insights, enabling clients to make smarter, unbiased decisions. **Roles & Responsibilities:** - Ensure high customer satisfaction by collaborating with internal teams to deliver a seamless customer experience - Educate clients on best practices for their program and business needs, establishing yourself as a trusted advisor - Maintain a consistent level of technical readiness and industry expertise - Provide accurate information via phone and email about client portals, products, services, and account details - Conduct initial triaging and handle escalations of client concerns, seeing them through to resolution - Identify root causes of turnaround time concerns and implement process improvements - Review account setups and suggest process enhancements - Ensure accurate submission of implementation tasks - Train and onboard new client users as required - Communicate compliance and technical solutions in a client-friendly language - Offer updated pricing for new packages or a la carte options - Provide support and assistance with invoice-related inquiries - Guide clients on ATS integrations - Successfully resolve client escalations - Identify obstacles, make decisions, and effectively communicate solutions **Skills and Qualifications:** - Previous experience dealing with time-sensitive issues in a fast-paced environment - 2+ years of customer service experience - Prior experience in upselling and cross-selling to clients in the U.S. market - Preferred experience in the background screening industry - Strong interpersonal skills - Excellent written and verbal communication skills with a focus on issue identification, troubleshooting, and conflict resolution - Ability to prioritize and manage multiple tasks simultaneously - Effective time management and organization skills - Analytical and problem-solving abilities - Capability to work independently and collaboratively in a team - Quick learner with strong Microsoft Office knowledge (Word, Excel, PowerPoint, Outlook) and familiarity with Salesforce **About Accurate Background:** Accurate Background's vision is to kickstart every hire as the beginning of a success story. They offer employment background screening and workforce monitoring services to empower companies of all sizes to make informed, unbiased hiring decisions promptly. With a dedicated team, cutting-edge technology, and comprehensive coverage, Accurate Background aims to advance businesses while ensuring brand and employee safety. If you believe you have been contacted by a fraudulent job posting or individual misrepresenting themselves as an employee of Accurate, please contact humanresources@accurate.com. Legitimate correspondence from Accurate will always come from "@accurate.com" email accounts. Accurate conducts interviews via phone, Zoom/Teams, or in-person formats, and will never request candidates to make personal financial investments related to employment opportunities.,