Customer Service Representative

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.

**Responsibilities**:

- Develop knowledge and understanding of specific CS functions
- Learn specific activities and retain information, and know-how
- Gain an overall understanding of Order Fulfillment
- Develop knowledge and understanding of products
- Process assigned work, independently, consistently, and accurately
- Follow provided instructions, exactly
- Follow work/break/lunch schedule
- Develop some understanding of FCRA
- Provide information about products and services
- Obtain details on complaints and requests
- Process requests and then resolve them with accuracy and efficiency
- Provide training/guidance
- Analyze and interpret information received from callers using deductive and inductive reasoning skills to determine the best solution and follow through to completion
- Record details of all calls and tasks, as well as actions taken, into the CRM tool
- Communicate with supervisors, peers, leaders, and other departments regarding caller requests
- Provide tutorials and guidance on proprietary system
- Meet Accurate Background quality standards for services by adhering to client guidelines, regulations, policies, and procedures
- Contribute to team effort in maintaining service level agreements (SLA)
- Other related duties, as needed

**Skills**:

- Patience
- Attentiveness
- Ability to use positive language
- Persuasion
- Time Management
- Multitasking (i.e., read or type while talking on the phone)
- Empathy
- Goal-oriented focus
- Strong written and verbal comprehension and expression skills
- Previous experience with Microsoft Office Suite/Office 365 (Outlook, Word, Excel, OneNote, OneDrive)
- Ability to type 45+ WPM

**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.

**About Accurate Background**:
Accurate Background’s vision is to make every hire the start of a success story. As a trusted provider of employment background screening and workforce monitoring services, Accurate Background gives companies of all sizes the confidence to make smarter, unbiased hiring decisions at the speed of demand. Experience a new standard of support with a dedicated team, comprehensive technology and insight, and the most extensive coverage and search options to advance your business while keeping your brand and people safe.