Client Success Advocate (In-Office)

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.
• Facilitate new client accounts and perform basic account maintenance (user access, updates, etc.).
• Monitor order status and communicate progress, delays, and next steps.
• 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.

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.

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

• High School Diploma or Equivalent required.
• Some college coursework or technical college education preferred.
• 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.