Lead and support a client-focused team in a high-performance environment dedicated to service excellence. As the Client Services Representative (Team Lead), you will manage incoming client inquiries across email, phone, and chat—ensuring each interaction is handled professionally and efficiently. You'll resolve cases, guide clients through onboarding, and provide training on platform use, billing, and compliance procedures such as adverse action workflows.
Key Responsibilities
- Respond to at least 30 client inquiries daily using a clear, positive communication style
- Resolve escalated cases and support team members in delivering timely solutions
- Guide clients through account setup, order placement, and portal navigation
- Educate users on required documentation, search types, and compliance steps
- Collaborate with internal teams to gather client information essential for processing background checks
- Train new clients on billing procedures and platform features
- Support cross-departmental workflows by ensuring accurate and timely data exchange
Requirements
You bring experience in background screening, verification, or a related field, with a proven ability to manage client relationships in a fast-moving setting. Leadership experience is essential, as is comfort working independently while contributing to team goals.
- Experience in employment, education, or reference verification processes
- Background in leadership or team coordination roles
- High School Diploma or equivalent
- Strong written and verbal communication skills, with adaptability across client types
- Ability to work independently and maintain consistent attendance
- Proficiency in multitasking across multiple browsers and applications
- Typing speed of at least 45 words per minute
- Capable of extended computer use in a home-based setup
Technical Requirements
Your workspace must include a quiet, dedicated home office with reliable power and connectivity.
- Internet: Primary connection of 15 Mbps or higher, with a backup connection of at least 10 Mbps capable of functioning during power outages
- Primary Device: Desktop or laptop with Intel Core i5 (8th gen+), Intel Core i3 (10th gen+), AMD Ryzen 5, or equivalent; minimum 8 GB RAM
- Backup Device: Must perform at or above Intel Core i3 level and remain functional during power disruptions
- Peripherals: Webcam, noise-canceling USB headset, smartphone for verification, and a dedicated workspace
Preferred Qualifications
- One or more years in a client services or call center role
- Familiarity with G-Suite, Microsoft Office, and Salesforce
