[Hiring] Account Representative @Universal Background Screening

Role Description

The Account Management Representative at Universal Background Screening serves as a strategic support partner to our Account Management team, playing a crucial role in maintaining and enhancing relationships with existing clients. This position combines analytical excellence with client service expertise to ensure optimal account performance and client satisfaction.

• Manage client metrics and support business development activities.
• Serve as a key liaison between clients and internal teams to drive retention and growth.
• Maintain comprehensive client databooks, scorecards, and performance dashboards with accurate metrics, trends, and insights.
• Analyze client data to identify service improvement and growth opportunities.
• Resolve order management inquiries efficiently and collaborate with operations teams.
• Monitor order fulfillment to ensure adherence to client SLAs and TAT requirements.
• Support demo preparation, client implementations, and service enhancements through cross-functional team coordination.
• Manage project timelines and communicate progress to stakeholders throughout delivery.
• Handle pricing inquiries, manage add-on service requests, and support contract negotiations and renewals.
• Assist in RFP preparation and response coordination.
• Collaborate with subject matter experts to support sales processes for existing client expansions.
• Support and maintain Quarterly Business Review presentations.
• Proactively identify opportunities to enhance client satisfaction and retention.
• Provide comprehensive support to Account Managers through account planning, strategy development, and resource coordination.
• Share market insights and client feedback to support broader team objectives.
• Centralized support for mid-market clients on renewals and growth based on customer needs.
• Perform other duties as assigned.

Qualifications

• 3+ years of experience in professional customer service, account management, or client management role.
• Proven experience in building, nurturing, and retaining client relationships.
• Strong problem-solving abilities, able to navigate complex issues within company policies and procedures.
• Strong verbal and written communication skills.
• Ability to work independently and collaboratively within a cross-functional team.
• Ability to remain calm and professional in high-pressure situations.
• Excellent organizational and time management skills.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• High School Diploma or equivalent; some college or technical education preferred.

Requirements

• Knowledge of background checks, pre-employment screening, or human resources processes.
• Familiarity with background screening systems or similar platforms.
• Experience with CRM systems, particularly Salesforce.
• Proven ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Excellent cross-functional collaboration and relationship-building skills.

Special Requirements

• Willingness to travel as required.
• Prolonged periods sitting at a desk and working on a computer.
• Must be proficient in the English language, both written and verbal.
• Ability to lift 50 pounds.