Client Success Advocate I (In-Office ONLY)

Overview

The Client Success Advocate plays a critical role in ensuring client satisfaction and maintaining long-term relationships by delivering exceptional service and support.

Key Responsibilities

• Handle a high volume of inbound calls and emails, and live chats providing prompt and professional support.
• Conduct outbound communications to provide order updates, clarify details, and resolve concerns.
• Educate clients on system navigation and background screening processes.
• Answer general inquiries regarding services, timelines, and account details.
• Utilize all resources and escalation paths to ensure a first contact resolution.
• Account Management & Order Management: Facilitate new client accounts and perform basic account maintenance (user access, updates, etc.). Monitor order status and communicate progress, delays, and next steps.
• Problem Solving & Escalation: Troubleshoot basic client issues related to system use or order activity. Escalate complex issues to appropriate internal teams. Act as liaison between clients and internal departments.
• Documentation & Process Adherence: Accurately document all client interactions in CRM systems. Follow established procedures and maintain compliance with processes.
• Collaboration & Learning: Partner with team members and cross-functional teams to support client experience. Maintain working knowledge of products and services. Contribute feedback for process improvements when requested.

Requirements

• Education: High School Diploma or Equivalent required. Some college coursework or technical college education preferred.
• Experience: Professional customer service experience required; business-to-business (B2B) client support preferred. Experience in a high-volume, fast-paced environment is a plus. Familiarity with background checks, pre-employment screening, or human resources is an advantage but not required. Sense of urgency with ability to manage multiple tasks and assignments effectively is a plus.

Skills & Competencies

• Problem Solving: Ability to resolve client issues within established guidelines, while using sound judgment to escalate when necessary.
• Analytical Thinking: Able to gather, assess, and interpret information quickly to provide accurate solutions.
• Technical Proficiency: Comfortable using Microsoft Outlook, web-based applications, and navigating Internet-based systems.
• Communication: Strong written and verbal communication skills with the ability to simplify complex information for clients.
• Calm Under Pressure: Maintains professionalism and composure when handling urgent client needs or high-stress situations.
• Collaboration: Works effectively as part of a team while also managing tasks independently.
• Learning Agility: Demonstrates rapid comprehension of new processes, products, and client platforms.

Universal Background

Universal Background is committed to creating a diverse work environment and we are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.