Client Success Advocate I

Job Description

Job Description

Universal Background provides industry leading people insights to safety sensitive organizations in a simplified experience through our best-in-class background screening, drug testing, occupational health, and verification services. We are proudly ranked as an industry leader in quality and service delivery.

OVERVIEW

The Client Success Advocate plays a critical role in ensuring client satisfaction and maintaining long-term relationships by delivering exceptional service and support. This position serves as the first point of contact for clients needing assistance with Universal’s web-based background screening platform. The Advocate will provide guidance on system navigation, answer inquiries about background check orders, and proactively communicate with clients regarding the status of their accounts and orders.

While this is not a traditional technical support role, the ability to instruct clients, troubleshoot system usage issues, and provide user-friendly solutions is essential. This role requires a customer-first mindset, attention to detail, and a proactive approach to problem-solving. The Client Success Advocate must also balance efficiency with personalized service, ensuring each client interaction is handled with care and urgency.

KEY RESPONSIBILITIES

Client Communication & Support

• 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

Account Management & Order Management

• Facilitate new client accounts and perform basic account maintenance (user access, updates, etc.)

• Monitor order status and communicate progress, delays, and next steps

Problem Solving & Escalation

• 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

Documentation & Process Adherence

• Accurately document all client interactions in CRM systems

• Follow established procedures and maintain compliance with processes

Collaboration & Learning

• 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