Client Success Advocate (Tulsa, OK or Phoenix, AZ office)

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, providing prompt and courteous client support.
• Proactively conduct outbound calls and emails to assigned clients to provide updates on order status, clarify details, or resolve concerns.
• Educate new and existing clients on how to use Universal’s web-based background screening system, offering step-by-step guidance as needed.
• Answer general client questions regarding background screening services, turnaround times, and account-related inquiries.
  
  

Account Management

• Set up new client accounts and process account maintenance requests, including user additions, permission changes, and profile updates.
• Monitor and manage client accounts to ensure information is current and accurate.
  
  

Order Fulfillment & Status Updates

• Communicate with clients about the progress of background checks, helping them understand timelines, pending items, and next steps.
• Proactively address potential delays by providing alternative solutions or setting realistic expectations.
  
  

Problem Solving & Issue Resolution

• Identify and troubleshoot client issues related to system access, order entry, or report retrieval, escalating complex problems as appropriate.
• Act as a liaison between the client and internal departments (such as operations, compliance, or sales) to resolve client issues efficiently.
  
  

Product & Process Knowledge

• Maintain a strong working knowledge of Universal’s products, services, and compliance requirements to support client inquiries effectively.
• Stay current on process updates and system enhancements to provide accurate guidance.
• Contribute to process updates as requested.
  
  

Collaboration & Continuous Improvement

• Work closely with the Client Success team, Sales, and Operations to ensure a seamless client experience.
• Provide feedback on client interactions to help refine processes, identify service gaps, and contribute to continuous improvement efforts.
  
  

Administrative Tasks

• Document all client interactions and account activities accurately in the CRM and other supporting systems.
• Perform additional duties and special projects as assigned by leadership.
  
  

Position Requirements

Requirements

Education

• High School Diploma or Equivalent required.
• Some college coursework or technical college education preferred.
  
  

Experience

• Professional customer service experience required; business-to-business (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.
• Sense of urgency with ability to manage multiple tasks and assignments effectively is a plus.
  
  

Skills & Competencies

• Problem Solving: Ability to resolve client issues within established guidelines, while using sound judgment to escalate when necessary.
• Analytical Thinking: Able to gather, assess, and interpret information quickly to provide accurate solutions.
• Technical Proficiency: Comfortable using Microsoft Outlook, web-based applications, and navigating Internet-based systems.
• Communication: Strong written and verbal communication skills with the ability to simplify complex information for clients.
• Calm Under Pressure: Maintains professionalism and composure when handling urgent client needs or high-stress situations.
• Collaboration: Works effectively as part of a team while also managing tasks independently.
• Learning Agility: Demonstrates rapid comprehension of new processes, products, and client platforms
  
  

Universal Background is committed to creating a diverse work environment and we are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.