Director, Client Services (Remote)

Accurate Background
Irvine, CA
30+ days ago

Job Description

Overview:
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.

As the Director of Client Services, provides leadership and direction for all customer support staff. He/she should be a driven and self-motivated team player with proven ability to motivate others. The ideal candidate will have the ability to lead, use good judgment in daily decision making, investigate problems and find solutions. He/she will be expected to work closely with other CS Supervisors in monitoring team performance and service quality. This role will manage departments of multiple platforms (AccurateAce & AccurateNow).

Responsibilities:
  • Issue clear instructions and assign duties to direct reports
  • Create and maintain various procedural documents
  • Evaluate and implement solutions based on customer feedback
  • Lead team and internal constituents in removing barriers to effectively and efficiently service our customers
  • Troubleshoot and problem solve
  • Handle and successfully resolve client and consumer escalations
  • Understand the perspective of the client and take action to integrate the client’s needs with the products and the strategic direction
  • Apply an understanding of industry terminology, process flow and structure to problem solving and communications
  • Coach and develop, observe and evaluate team members’ performance
  • Hands-on mentoring, development and leadership of direct reports, with the ability to inspire and motivate the team
  • Provide ideas and solutions to challenges based on past experiences and knowledge.
  • Adapt management style to meet the unique needs of individuals for coaching, feedback, recognition and mentoring to maximize team results.
  • Provide support for staff as needed while empowering individuals within the team to take ownership of key issues for more prompt and appropriate resolutions.
  • Other duties as required
Qualifications:
Requirements, Skills, and Education
  • B.S. or relevant work experience required
  • 10+ Years’ experience in Customer Service
  • 5+ Years of management experience
  • Experience in background screening industry desired
  • Excellent people and motivating skills
  • Proven leadership and coaching skills
  • Proven troubleshooting and problem solving skills
  • Effective communication and presentation skills
  • Basic computer skills, including working knowledge of MS Office (Word, Excel, PowerPoint, Outlook, some Visio)
  • Ability to learn quickly and retain knowledge
  • Expert in analytical, organization, communication and presentation skills
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.

Accurate is an equal opportunity employer and is committed to hiring talented and qualified individuals with diverse backgrounds. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Accurate Background offers competitive compensation, a comprehensive employee benefits package, supplemental benefit options, generous paid time off, and 401(k) employer contribution.
Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about e-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

Source

https://www.indeed.com/jobs

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