Client Service Advocate

ClearStar, Inc.; United States; On-site; USD 992,000 - 1,240,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Dental and vision coverage

Employee assistance program

401K matching up to 4%

Paid time off and holidays

Volunteer time off

Job summary

ClearStar, Inc. is seeking a Client Service Advocate to champion MIS client satisfaction, delivering empathetic support via phone, chat, and email. You will partner with laboratories to set up accounts, verify results, and improve client reporting.

Strong communication and problem-solving skills are essential for maintaining top-tier service. Ideal candidates have 2+ years in customer service, understand FCRA compliance, and can train users via MS Teams while coordinating with Sales and

Qualifications

• 2 years' experience with direct customer service; quota-driven role preferred.
• Knowledge of screening industry, FCRA and compliance preferred.
• Excellent written and verbal communication; detail-oriented.
• Strong work ethic, goal-oriented, analytical problem-solving.
• Ability to collaborate across teams; leadership and accountability.
• Experience delivering demos via MS Teams for troubleshooting.

Responsibilities

• Provide service to ClearStar MIS clients by phone, email, and Live Chat in Salesforce CRM.
• Analyze issues, problem-solve, and deliver resolutions to clients and internal customers.
• Set up drug screening accounts with laboratories; enhance client reporting.
• Coordinate drug test kits and forms with manufacturers; review vendor invoices.
• Collaborate with Sales, Implementation, and Account Management on platform functionality.

Skills

Customer service

Communication

Problem solving

Team collaboration

Training via MS Teams

Tools

Salesforce CRM

MS Teams

Job description

ClearStar offers employers valuable employment intelligence to better support their recruiting and decision-making by increasing the quality, reliability, and visibility of information through background and medical screening. A seven-time Inc. 5000 honoree and founding member of the Professional Background Screening Association (PBSA, formerly NAPBS), ClearStar has provided innovative technology solutions to businesses in the human capital management industry from its corporate offices in Alpharetta, Georgia, since 1995. Since 2020, ClearStar has been a portfolio company of Hanover Investor Management, a London-based private equity firm. By joining ClearStar, you will have the unique opportunity to learn from industry leaders while making an impact on the lives of others.

• ClearStar Background Screening
• Our culture and values

Why ClearStar Needs You

• Are you ready to be the superhero of customer satisfaction while making an impact? As a Client Service Advocate, you'll be the champion of our Medical Information Services (MIS) clients, swooping in to save the day with your empathy, problem-solving, and communication superpowers. Your mission? To ensure every client interaction leaves them feeling like they just had the best customer experience of their lives. So, if you're ready to unleash your inner champion and join the ranks of our client service crusaders, then buckle up because this journey is going to be thrilling, fulfilling, and downright fantastic!

What You'll Do

• Champion ClearStar clients through interaction via phone; written communication in Salesforce CRM for Case Management; and Live Chat to provide technology support.
• Analyze, problem-solve, and provide resolutions to Clients, Candidates, and Internal Customers.
• Partner with laboratories to set up drug screening accounts
• Enhance client reporting by re-verifying and matching completed drug results
• Coordinate drug test kits and custody and control forms directly from manufacturer
• Review and approve third party vendor invoices for accuracy and payment
• Partner with Sales; Implementation; & Account Management Team
  • This may include and is not limited to input on ClearStar’s platform functionality; features; documentation.
  • Training of Users, Demos, updating client configurations, etc.
• Provide general application training to Clients via MS Teams and featuring new releases to clients
• Testing and quality assurance of new system enhancements and releases prior to launch

What You'll Need

• 2 years' experience with direct customer service; a previous quota-driven role strongly preferred
• Knowledge of screening industry, FCRA, and other compliance regulations preferred
• Excellent written and verbal communication with a keen attention to detail
• A strong work ethic and a goal-oriented mindset
• Strong analytical and problem-solving skills
• Ability to work collaboratively across teams while demonstrating leadership and accountability
• Familiarity with providing demos via MS Teams training for trouble shooting purposes
• A dedicated home office space that is noise- and distraction-free with access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.

Compensation & Benefits

• Exciting and meaningful learning and development opportunities await at ClearStar! Join us on a journey of discovery and empowerment - where every opportunity is a stepping stone to success and growth. This position is also eligible for excellent benefits that include paid healthcare and life insurance premiums, low cost dental and vision insurance, employee assistance program, 401K matching up to 4%, 17 days of paid time off, 9 company paid holidays, and 2 additional days of paid time off for volunteer activities.

The position is eligible for the Searching for Stars Employee Referral Program.

The base salary range for this position is $18.00 hourly, depending on experience, skills, and qualifications. ClearStar is committed to pay equity and transparency. Actual compensation will be determined based on the candidate’s experience, skills, and qualifications in relation to the requirements of the role.

ClearStar, Inc. welcomes applications from candidates located in the following states: Alabama, California, Colorado, Florida, Georgia, Illinois, Kentucky, Minnesota, Missouri, Montana, Nevada, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, and Virginia

ClearStar is an equal opportunity employer. This description reflects the general nature and level of work assigned to this role and is not a comprehensive inventory of all duties or qualifications.