Customer Success Representative

Job Title: Customer Success Representative

Department: Customer Success

Reports To: Customer Success Supervisor

Employment Type: Full-Time, Hourly, Remote

Schedule: Monday-Friday 11am-8pm EST

Compensation:  $16.00 per hour

About AccuSourceHR: AccuSourceHR™ workforce solutions is a full-service employment screening organization with headquarters in Phoenix, Arizona. Since its inception in 1999, AccuSourceHR™ has been committed to continuously promoting a balance between affording innovative technology resources and providing high-quality, consistent, US-based client care. This objective is reinforced with the belief every client is unique and deserves a customized program of quality background and drug screening solutions to meet their specific organizational goals. As a PBSA-accredited provider, AccuSourceHR™ strives to ensure every client is confident in their program and views our team as an extension of their organization’s human resources, security, and risk mitigation teams. AccuSourceHR™ is equally dedicated to fostering a positive employee experience ensuring our team members feel valued, supported, and empowered in their roles. Our company culture is built on collaboration, continuous learning, and commitment to excellence, which we believe directly enhances the quality of service we provide to our clients.

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.

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.

Benefits:

• Medical (with company contribution)
• Work with a great team of likeminded thinkers who are driven to deliver for our customers  
• Dental /Vision 
• Employer paid Life Insurance and Long-Term Disability
• Short-Term Disability
• 401(k) (with company match)
• Paid holidays 
• Vacation
• Sick Time
• Pet insurance

Physical Requirements:

• Must have a dedicated and ergonomic workspace at home conducive to focused work.
• Access to a stable and reliable high-speed internet connection.
• Adequate lighting and minimal background noise to support professional video calls and meetings.
• Ability to lift and carry up to 5 pounds occasionally, for tasks such as setting up a workstation or equipment.
• The ability to work comfortably and effectively in a home environment that meets ergonomic standards, including proper seating and desk setup.

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. 

This job description is not designed to cover or contain all job duties required of the employee. There may be additional activities, duties and/or responsibilities that are required for this position that are not listed in this job description.