Senior Enterprise and Strategic Account Representative

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:

• 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
• Generate regular reports on customer issues, trends, candidate outreach, and general support performance
• Serve as a Point of Contact for new onboarding customers and maintain relationship that includes reporting, insights to Success teams, and informing internal team of updates
• Conduct in-depth research to resolve complex customer inquiries
• Analyze data to identify patterns and suggest improvements in support processes
• Assist other Support teams as needed by the business

What you bring:

• 3+ years of experience in a customer-facing role
• Strong written and verbal communication skills
•  Advanced problem-solving and critical thinking abilities
•  Excellent analytical skills to identify root causes and deliver effective solutions
•  Proven track record of handling complex customer inquiries efficiently
•  Ability to navigate ambiguous scenarios and think creatively
•  Customer-centric mindset with high empathy and adaptability
•  Proficiency in CRM systems, support tools, and chat systems
•  Experience in maintaining and improving knowledge bases
•  Familiarity with FCRA standards and compliance (or willingness to learn)
•  Ability to thrive in a fast-paced, ever-changing environment
•  Strong multitasking skills and effective time management
•  Passion for continuous learning and process improvement
•  Comfortable with technology and able to adapt to new tools quickly
•  Strong research skills and attention to detail
•  Ability to synthesize complex information and present findings clearly
•  Team player with a positive attitude and willingness to learn
•  Experience mentoring or guiding team members (preferred)
•  Proficiency in data analysis and reporting tools (preferred)
•  High school diploma or equivalent; Associate's degree preferred
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes