Senior Enterprise and Strategic Account Representative

Job description

The Senior Enterprise and Strategic Support Representative at Checkr is a pivotal role that combines advanced problem-solving skills with a customer-centric approach. This position requires handling sensitive information with care, swiftly resolving complex issues, and maintaining high-quality support standards. As a subject matter expert, you'll guide team members, contribute to process improvements, and drive innovation in our support services. Your empathy, adaptability, and excellent communication skills will be crucial in delivering exceptional customer experiences that align with Checkr's mission of building a fairer future in the hiring industry. This role offers the opportunity to make a significant impact on our operations while fostering a culture of excellence in customer support. What you'll do:

Requirements

• Handle high volumes of customer inquiries via various channels with professionalism
• Deliver exceptional, personalized customer service
• Swiftly resolve complex issues while maintaining quality and meeting deadlines
• Serve as a Subject Matter Expert on products, features, and common issues for your customer portfolio
• Proactively identify and implement operational gaps that impact customer experience
• Contribute to team knowledge base and training materials for a specialized group of accounts
• Collaborate with cross-functional teams to resolve complex issues
• Maintain strong relationships with key stakeholders, including our Sales, Customer Success, Implementations, Shared Services, and Escalations groups to proactively identify unique customer requirements for our Enterprise and Strategic accounts
• Stay up-to-date with product knowledge and industry trends
• Meet or exceed performance metrics and quality standards
• Support new business initiatives to improve customer and agent experiences
• Handle sensitive information with utmost care and confidentiality