Customer Service Representative

Join Accurate Background's Client Services team, the "voice" of the company, connecting with customers to provide information and resolve issues. This role involves communicating with clients and applicants via phone, email, and chat, providing product information, gathering complaint details, and processing requests efficiently. You will also deliver training, use reasoning skills to determine solutions, document interactions in CRM, and coordinate with other departments to support service level agreements.

Must Have

• Communicate with clients and applicants through phone, email, and chat queues
• Provide information about products and services
• Gather details related to complaints and requests
• Process and resolve requests accurately and efficiently
• Deliver training and guidance as needed
• Use deductive and inductive reasoning skills to analyze information from callers and determine appropriate solutions, following through to completion
• Document all call details, tasks, and actions in the CRM tool
• Coordinate with supervisors, peers, leaders, and other departments regarding caller requests
• Offer tutorials and guidance on proprietary systems
• Adhere to quality standards for services by following client guidelines, regulations, policies, and procedures
• Support team efforts to maintain service level agreements (SLA)
• Develop knowledge and understanding of specific Customer Service functions, order fulfilment, products and FCRA requirements
• Previous experience working on time-sensitive issues in a fast-paced environment
• 1+ years of customer service experience
• Excellent communication skills, both written and verbal, with a focus on issue identification, troubleshooting, and conflict resolution
• Demonstrates a commitment to providing exceptional customer service
• Utilizes effective communication and empathy to resolve issues efficiently
• Good organization and time management skills
• Analytical and problem-solving skills
• Ability to work independently and as part of a team
• Ability to learn quickly and retain knowledge
• Strong Microsoft Office knowledge (Work, Excel, PowerPoint, Outlook)

Good to Have

• Fluency in one or more languages is highly desired
• Experience in background screening industry preferred
• Knowledge of Salesforce preferred

Perks & Benefits

• Eligible for an annual performance-based bonus, commission, or other variable pay plan
• Full range of benefits, including medical and dental
• Fun, fast-paced environment, with lots of room for growth
• Unwavering commitment to diversity, ensuring everyone has a complete sense of belonging
• Positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria

When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.

Our Client Services team is the “voice” of Accurate Background – they connect with customers to provide information and resolve issues.

Role & Responsibilities

• Communicate with clients and applicants through phone, email, and chat queues.
• Provide information about products and services.
• Gather details related to complaints and requests.
• Process and resolve requests accurately and efficiently.
• Deliver training and guidance as needed.
• Use deductive and inductive reasoning skills to analyze information from callers and determine appropriate solutions, following through to completion.
• Document all call details, tasks, and actions in the CRM tool.
• Coordinate with supervisors, peers, leaders, and other departments regarding caller requests.
• Offer tutorials and guidance on proprietary systems.
• Adhere to Accurate Background quality standards for services by following client guidelines, regulations, policies, and procedures.
• Support team efforts to maintain service level agreements (SLA).
• Develop knowledge and understanding of specific Customer Service functions, order fulfilment, products and FCRA requirements.

Skills and Qualifications

• Previous experience working on time-sensitive issues in a fast-paced environment.
• Fluency in one or more languages is highly desired.
• 1+ years of customer service experience.
• Experience in background screening industry preferred.
• Excellent communication skills, both written and verbal, with a focus on issue identification, troubleshooting, and conflict resolution.
• Demonstrates a commitment to providing exceptional customer service by actively listening to customer concerns, responding promptly and professionally, and consistently aiming to exceed customer expectations.
• Utilizes effective communication and empathy to resolve issues efficiently, ensuring a positive customer experience.
• Good organization and time management skills with the ability to prioritize, manage several tasks at once and work effectively to deadlines.
• Analytical and problem-solving skills with the ability to effectively communicate solutions.
• Ability to work independently and as part of a team.
• Ability to learn quickly and retain knowledge.
• Strong Microsoft Office knowledge (Work, Excel, PowerPoint, Outlook).
• Knowledge of Salesforce preferred.

Please Note:

• To provide exceptional support to both our team and clients, this role will have a shift start time between 7 and 10 a.m.
• Specific shift assignments will be primarily determined based on language capability, and we’ll share further details during the interview process.
• Successful candidates will be required to attend the office during training.
• Requests for hybrid/remote working may be considered after successful completion of training.

The annual base salary for this position ranges from £24,000 - £28,000. Pay will vary depending on job-related knowledge, skills and experience’. This position may also be eligible for an annual performance-based bonus, commission, or other variable pay plan. The Company also offers a full range of benefits, including medical and dental. Your recruiter can share more details about the specific compensation package during the hiring process.

Accurate recognises the positive value of diversity, promotes equality and challenges discrimination. We welcome and encourage job applications from people of all backgrounds. We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role.

A basic criminal record check with DBS will be required for all successful applicants, having a criminal record will not necessarily bar you from working with us. This will depend on the nature of the position and the circumstances of your offences.

The Accurate Way:

We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave.

Take ownership.

Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.

Be open.

Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.

Stay curious.

Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.

Work as one.

Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed.

Special Notice:

Accurate is aware of schemes involving fraudulent job postings/offers and/or individuals or entities claiming to be employees of Accurate. Those involved are offering fabricated employment opportunities to applicants, often asking for sensitive personal and financial information. If you believe you have been contacted by anyone misrepresenting themselves as an employee of Accurate, please contact humanresources@accurate.com .

• Please be advised that all legitimate correspondence from an Accurate employee will come from "@accurate.com" email accounts.

• Accurate will not interview candidates via text or email. Our interviews are conducted by recruiters and leaders via the phone, Zoom/Teams or in an in-person format.

• Accurate will never ask candidates to make any type of personal financial investment related to gaining employment with the Company.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.