Client Services Analyst

Position: Client Services Analyst

Status: Full-Time

FLSA Code: Non-Exempt

About Us:

Verified First is a booming tech company on a mission to deliver cutting-edge technology transforming how organizations protect their people. As a constant recipient of the "Best Places to Work" award, you can be sure we'll invest in you as both a professional and a person. We're looking for people like you -- ambitious, hard-working, and fun -- to join our team!

Summary:

The Client Services Analyst will be a critical link between our clients and internal teams, ensuring a seamless and positive experience. They leverage their analytical skills to understand client needs, resolve issues, push for positive changes across the company, and contribute to the overall enhancement of our service offerings. This is an opportunity to make a tangible impact and grow within a supportive and forward-thinking environment. 

How our Client Services Analyst spends their time:

• Serve as a primary point of contact for client inquiries, providing timely and effective resolutions with world-class professionalism via multiple channels (email, phone, chat);
• Investigate and troubleshoot client-reported issues, collaborating with technical and product teams to ensure swift and satisfactory solutions;
• Build and nurture strong relationships with clients, fostering trust and loyalty;
• Meet the goals of the Client Services team around response times, resolution times, quality, and volume for all client issues;
• Analyze client data and feedback to identify trends, potential issues, and opportunities for service improvement;
• Develop and maintain a deep understanding of our products/services to provide knowledgeable support and guidance;
• Assist new clients, ensuring they have the resources and knowledge to effectively utilize our offerings;
• Contribute to the development and refinement of client service processes and documentation;
• Proactively identify opportunities to enhance client satisfaction and retention.
• Collaborate with sales and account management teams to support client growth and identify upselling/cross-selling opportunities;
• Perform other duties as assigned.

What you bring:

• A positive, solution-focused attitude;
• A client-first mindset with a genuine desire to help and support others;
• An interest in learning more about application support and service delivery;
• An interest in the background screening industry;
• An interest in continuous improvement;
• Ability to maintain regular and punctual attendance;
• You work well independently but understand the importance of teamwork;
• You can manage multiple priorities and work effectively in a fast-paced environment;
• You have strong analytical and problem-solving skills, with the ability to dissect issues and identify root causes.

Preferred Qualifications:

• Bachelor’s degree, preferable a technical degree, or equivalent required;
• 3 - 5 years of experience in a customer-facing position at a background screening company;
• Working knowledge of G-Suite and Microsoft Office products;
• Intermediate level of experience in Salesforce required;
• Proven ability to build, nurture, and retain client relationships;
• Able to sit at a desk and work on a computer for prolonged periods;
• Basic level of knowledge of browser extension and API integrations
• Navigate easily between multiple windows/browsers, perform extensive internet research, and type 45 WPM;
• Excellent verbal and written communication skills, with the ability to explain complex information clearly and concisely.

What we bring:

• Work-life balance: Enjoy your free time with no nights or weekends, paid holidays, and paid time off starting on your first day; 
• Health: Save money on insurance with 100% employer-paid insurance premiums;
• Growth: Continue to learn with continuous education, career pathing, and ongoing training. You won’t stall here, growth is part of our success;
• Outstanding Culture: Our company outings and team-building events are crucial to building supportive teams that are crucial to our values.

What are the next steps?

Our Talent Acquisition Specialist will be reviewing resumes. If you are one of the qualified candidates, you will receive an email or a phone call to schedule an interview.

Verified First is proud to be an equal-opportunity employer. We expect all team members to have an understanding of, and commitment to diversity, equity, and inclusion.

The pay for this remote position varies based on experience, job responsibilities, and geographical location to comply with state-specific pay regulations.