• Job Description

  Req#: R7429

  We have great people here and are looking for more. Come join us - you will love it!

  
  

  About The Role:

  As a Client Success Associate you will act as a liaison between the internal fulfillment departments and external clients to ensure that the background check process runs effectively by preventing potential problems, troubleshooting, and resolving complications. The Client Success Associate’s main function will be assisting the client success origination deliver a world class service through every customer interaction. This position will consist of working with Account Managers and dealing with issues and difficulties they may incur.

  About The Role:

  • Interacting with clients of various sizes via e-mail, phone and on-site visits as well as maintain client relationships
  • Assist clients in making informed hiring decisions, including conducting training on use of systems (for both individuals and groups)
  • Responding to questions about our services, results and provide additional specialized services upon request
  • Communicate and interact with fulfillment departments regarding issues related to the Verifications, Criminal, OHS, Order Creation, Finance, etc., specific rush order requests, and overall assistance in an effort to enhance and improve the rapid resolution of client issues and requests
  • Ensure that all requests and case management workflows are documented & resolved in a timely manner to meet contractual SLAs and client expectations
  • Effectively communicate with clients, management and team members on an as needed basis with issue resolution
  • Conduct client needs analysis presentations to management as requested
  • Conduct and deliver additional projects as assigned by manager
  • Other assigned duties/tasks to ensure business success

  This Is The Job For You If You:

  • Have a desire to always deliver and go above and beyond to delight out clients
  • Love working with people from all walks of life
  • Have a ‘can do’ attituded with a strong focus on issues resolution and ownership
  • Are a real team player!

  This Is The Job For You If You:

  • Must be able to analyze a situation and respond quickly in a courteous and professional manner
  • Must have excellent communication and professional writing skills
  • Must quickly learn and understand all aspects of the fulfillment process and be able to effectively explain them to the client / third parties.
  • Capable of handling a large number of calls and e-mails from across the Sterling client base.
  • Self-starter and have an ability to see the process through from start to finish
  • An individual who does well under pressure with time-sensitive project
  • Good interpersonal and communication skills, both verbal and written
  • Ability to handle escalated issues in a timely and professional manner and remain calm under pressure
  • Ability to prioritize tasks and respond/escalate appropriately
  • Ability to speak a European language would be beneficial, but not essential.

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  Equal Employment Opportunities at Sterling
  Sterling is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, Sterling is committed to taking affirmative action to employ and to advance in employment individuals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.

  Disclaimer
  This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
  

• About the company

  Sterling: 45+ years experience in background check for employment, employment screening, drug testing, I-9 employment & education verification. Accurate and fast results.

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