The Role
When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.
As a Customer Service Representative at Accurate Background, you’ll be the frontline “voice” for our clients and applicants—delivering accurate information, resolving issues efficiently, and ensuring every interaction reflects our commitment to an exceptional screening experience. You’ll support customers across phone, email, and chat, troubleshoot time-sensitive requests using strong analytical judgment, and document actions clearly in our CRM while meeting quality standards and SLA targets. This is a fast-paced, customer-first role for a proactive problem solver who communicates with empathy and follows through to completion.
Role & Responsibilities
- Communicate with clients and applicants through phone, email, and chat queues.
- Provide information about products and services.
- Gather details related to complaints and requests.
- Process and resolve requests accurately and efficiently.
- Deliver training and guidance as needed.
- Use deductive and inductive reasoning skills to analyze information from callers and determine appropriate solutions, following through to completion.
- Document all call details, tasks, and actions in the CRM tool.
- Coordinate with supervisors, peers, leaders, and other departments regarding caller requests.
- Offer tutorials and guidance on proprietary systems.
- Adhere to Accurate Background quality standards for services by following client guidelines, regulations, policies, and procedures.
- Support team efforts to maintain service level agreements (SLA).
- Develop knowledge and understanding of specific Customer Service functions, order fulfilment, products and FCRA requirements.
Skills and Qualifications
- Previous experience working on time-sensitive issues in a fast-paced environment.
- Fluency in German or Spanish required
- 1+ years of customer service experience.
- Experience in background screening industry preferred.
- Excellent communication skills, both written and verbal, with a focus on issue identification, troubleshooting, and conflict resolution.
- Demonstrates a commitment to providing exceptional customer service by actively listening to customer concerns, responding promptly and professionally, and consistently aiming to exceed customer expectations.
- Utilizes effective communication and empathy to resolve issues efficiently, ensuring a positive customer experience.
- Good organization and time management skills with the ability to prioritize, manage several tasks at once and work effectively to deadlines.
- Analytical and problem-solving skills with the ability to effectively communicate solutions.
- Ability to work independently and as part of a team.
- Ability to learn quickly and retain knowledge.
- Strong Microsoft Office knowledge (Work, Excel, PowerPoint, Outlook).
- Knowledge of Salesforce preferred.
- To provide exceptional support to both our team and clients, this role will have a shift start time between 7 and 10 a.m.
- Specific shift assignments will be primarily determined based on language capability, and we’ll share further details during the interview process.
- Successful candidates will be required to attend the office during training.
- Requests for hybrid/remote working may be considered after successful completion of training.
Please Note:
Accurate recognises the positive value of diversity, promotes equality and challenges discrimination. We welcome and encourage job applications from people of all backgrounds. We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role.
A basic criminal record check with DBS will be required for all successful applicants, having a criminal record will not necessarily bar you from working with us. This will depend on the nature of the position and the circumstances of your offences.
The Accurate Way:
We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave.
Take ownership.
Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.
Be open.
Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.
Stay curious.
Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.
Work as one.
Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed.
About Accurate Background:
Accurate Background’s vision is to make every hire the start of a success story. As a trusted provider of employment background screening and workforce monitoring services, Accurate Background gives companies of all sizes the confidence to make smarter, unbiased hiring decisions at the speed of demand. Experience a new standard of support with a dedicated team, comprehensive technology and insight, and the most extensive coverage and search options to advance your business while keeping your brand and people safe.
Special Notice:
Accurate is aware of schemes involving fraudulent job postings/offers and/or individuals or entities claiming to be employees of Accurate. Those involved are offering fabricated employment opportunities to applicants, often asking for sensitive personal and financial information. If you believe you have been contacted by anyone misrepresenting themselves as an employee of Accurate, please contact [email protected].
- Please be advised that all legitimate correspondence from an Accurate employee will come from "@accurate.com" email accounts.
- Accurate will not interview candidates via text or email. Our interviews are conducted by recruiters and leaders via the phone, Zoom/Teams or in an in-person format.
- Accurate will never ask candidates to make any type of personal financial investment related to gaining employment with the Company.
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The Company
What We Do
Accurate Background’s vision is to make every hire the start of a success story. As a trusted provider of employment background screening and workforce monitoring services, Accurate Background empowers organizations of all sizes with the confidence to make smarter, unbiased hiring decisions at the speed of demand. Experience a new standard of support with a dedicated team, comprehensive technology and insight, and the most extensive coverage and search options to advance your business while keeping your brand and people safe. We offer scalability while maintaining our commitment to integrity, accuracy and timely results and will give you the tools to make safer hiring decisions through comprehensive reports, interactive compliance services, and intuitive, easy-to-use technology.
