Customer Success Representative (Industry Experience Required: Background Screening)

Job Title: Customer Success Representative

Department: Customer Success

Supervisor: Customer Success Manager

Location: Remote

Schedule: Monday-Friday 8:00a-5:00p PST

Salary: Full-time, Non-Exempt, Starting at $15.50/hour

Core Value Summary: As an AccuSourceHR staff member it is important that you embrace our company core values

• Customer Obsessed - We believe that if we provide a great product and create a great customer experience at a fair price, that every customer can be a customer for life. A core part of our DNA is to be obsessed with providing an outstanding customer experience every day.

• Collaboration - We openly share ideas, skills, and experiences to solve problems, improve performance, and help team members. AccusourceHR staff works together to make our business great; We create amazing customer experiences every time.

• Innovation - We successfully implement new ideas that create value for our customers and stakeholders. Innovation starts with a new idea. It could be a plan for an improved product or service; It could be an updated method for streamlining our operations.

• Passionate - We have intense enthusiasm and excitement for what we do for our customers, partners, and team members. Our passion for our work is often the difference between doing the work and doing the work exceptionally well.

• Transparency - We share thoughts and opinions honestly and respectfully. Transparency promotes open communication and leads to forming healthy relationships by emphasizing being direct with people in our workplace.

• Accountability - We show up and set out to accomplish the things we said we would do. We take personal responsibility for our work. We have trust in our teammates and know we can count on each other to get things done. Team members take responsibility for both their performance and business outcomes.

Job Summary:

The Customer Success Representative is responsible for providing an excellent client experience by communicating with clients and their applicants’ inquiries through phone, email, mail, and live chat. Responsibilities include building client partnerships with accurate and thorough service, maintaining operational goals/efficiencies, meeting key performance indicators, and working with team members to provide excellent customer service.

*Limited holiday availability will be required based on business needs.*

Key Responsibilities:

• Communicate with customers via telephone and other electronic communication methods.

• Multi-task between phone volume, live chats, and email. Prioritizing communication to meet time service objectives.

• Respond to client/applicant inquiries and conduct investigations to resolve client concerns.

• Proactively place calls to clients to report status and/or gather necessary information to complete orders.

• Follow up on outstanding client exceptions and inquiries.

• Become a Subject Matter Expert (SME) on company product.

• Maintain a high standard of customer service and rapport with our clients.

• Work closely with other departments such as Operations, Implementations, Sales, and Account Management to help build and retain client partnerships.

• Perform other clerical, administrative or customer-oriented projects/tasks as assigned.

Education/Experience:

• Required: High School Diploma or equivalent

• Required: Minimum six (6) months of experience in a customer service role

• Preferred: One (1) year experience working in background industry

Qualifications/Skills - The requirements listed below are representative of the knowledge, skills and/or abilities for this position.

• Excellent customer service skills.

• Positive attitude and team player mentality.

• Strong sense of urgency.

• Detail oriented, organized, adept in time management, and able to multi-task.

• Exceptional written and oral communication skills.

• Strong interpersonal skills.

• Understanding of professional etiquette and ability to demonstrate professionalism in all communication styles (written, verbal, etc.).

• Determination to overcome obstacles with a “can do” approach.

• Ability to adapt to change and able to remain calm in stressful situations.

• Trustworthiness to handle confidential information.

• Proficiency in Microsoft Office Suite applications.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at a time during remote work station set up.

Equal Employment Opportunity:

AccuSourceHR, Inc, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, pregnancy, gender identity, sexual orientation, status as a Vietnam-era, special disabled veteran or other veteran, or any other status or characteristic protected by applicable federal, state and/or local laws.

AccusourceHR, Inc. reserves the right to modify, interpret, or apply the job description as needed. This job description is for informational purposes only and should not be construed as an offer or guarantee of employment.

Any offer of employment is conditional upon the successful completion of a background investigation and drug screening.

By submitting your application for and/or accepting this position, you acknowledge and agree that, if selected, you will be required to electronically sign certain employment-related documents upon commencing your position. This may include, but is not limited to, the offer letter, employment agreement, and other necessary forms.