Client Success Advocate for B2B Platforms

Appone; Watertown (SD); On-site; USD 42,000 - 64,000; Full time

Job summary

Universal Background is seeking a Client Success Advocate to ensure client satisfaction and long-term relationships while guiding users of our background screening platform. You will manage inquiries, provide system navigation help, and proactively communicate order statuses to clients.

The role emphasizes a customer-first approach, with responsibilities spanning contact center support, account maintenance, and collaboration with internal teams to resolve issues and improve processes.

Qualifications

• Professional customer service experience required; B2B client support preferred.
• Experience in a high-volume, fast-paced environment is a plus.
• Familiarity with background checks, pre-employment screening, or human resources is an advantage but not required.

Responsibilities

• Handle a high volume of inbound calls and emails, and live chats providing prompt and professional support.
• Conduct outbound communications to provide order updates, clarify details, and resolve concerns
• Educate clients on system navigation and background screening processes
• Answer general inquiries regarding services, timelines, and account details
• Utilize all resources and escalation paths to ensure a first contact resolution
• Facilitate new client accounts and perform basic account maintenance (user access, updates, etc.)
• Monitor order status and communicate progress, delays, and next steps
• Troubleshoot basic client issues related to system use or order activity
• Escalate complex issues to appropriate internal teams
• Act as liaison between clients and internal departments
• Accurately document all client interactions in CRM systems
• Follow established procedures and maintain compliance with processes
• Partner with team members and cross-functional teams to support client experience
• Maintain working knowledge of products and services
• Contribute feedback for process improvements when requested

Skills

Problem Solving

Analytical Thinking

Technical Proficiency

Communication

Calm Under Pressure

Collaboration

Learning Agility

Education

High School Diploma or Equivalent

Some college coursework or technical college education

Job description

Universal Background is seeking a Client Success Advocate to ensure client satisfaction and long-term relationships while guiding users of our background screening platform. You will manage inquiries, provide system navigation help, and proactively communicate order statuses to clients.

The role emphasizes a customer-first approach, with responsibilities spanning contact center support, account maintenance, and collaboration with internal teams to resolve issues and improve processes.