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Supervisor, Client Services

Company: Accurate Background LLC
Location: Winchester
Posted on: June 12, 2021

Job Description:

The Supervisor of Client Services (CS) is a role with responsibility for client and consumer support, and the day-to-day tactical performance of 12-15 team members engaged in client services activities.  He/she should be a driven and self-motivated team player with proven ability to motivate others.  The Supervisor will be accountable for identifying, tracking and monitoring metrics around key performance indicators and aligning staff’s efforts to meet the needs of the organization and our customers. The ideal candidate will have the ability to lead, use good judgment in daily decision making, investigate problems and find solutions.  He/she will be expected to work closely with other CS Supervisors in monitoring team performance and service quality.

 

Accurate Background is a fast-growing organization, focused on providing employment background screenings and building trustful relationships with our clients.  Accurate Background continues to exceed expectations by offering an array of innovative and cutting-edge background check and credentialing products to meet the needs of human resource, loss prevention, and security/legal professionals in employment screening and vendor certification.

 

We offer a fun. fast-paced environment, with lots of room for growth.  If this sounds good to you, join our team!  


  • Provide support and assistance to CS team members daily
  • Coach and develop, observe and evaluate team members’ performance
  • Issue clear instructions and assign duties to direct reports
  • Monitor and track various activities and prepare report(s)
  • Prioritize and balance daily department workload
  • Conduct and schedule training for CS team members
  • Recruit, hire and discharge employees
  • Create and maintain various procedural documents
  • Support project/product manager(s)
  • Attend and participate in cross-functional team meetings
  • Evaluate and implement solutions based on customer feedback
  • Lead team and internal constituents in removing barriers to effectively and efficiently service our customers
  • Troubleshoot and problem solve
  • Handle and successfully resolve client and consumer escalations

 

Expected Accomplishments

 

First 30-60 days:

  • Develop knowledge and understanding of various CS functions
  • Development some knowledge and understanding of products and services
  • Conduct meet-greet with all direct reports
  • Sit with and shadow CS team members
  • Begin establishing collaborative relationships with direct reports and gain their trust and respect
  • Complete all scheduled training and prepare a list of various tasks/processes he/she deems important for the role
  • Learn and understand the order fulfillment process – start-to-finish
  • Familiarize and understand company policies (i.e. attendance, timeless, time cards, safety etc…
  • Learn and develop system know-how

 

At some point during or at the end of the first 60 days, the supervisor is expected to implement and conduct regular 1-on-1 meetings with direct reports. He/she will have begun supporting the team with daily questions, has started with the monitoring of the work load and worked with immediate manager to balance. The supervisor will be handling time cards, PTO requests (planned and unplanned) and prepare some productivity reports. He/she will start monitoring agent calls, track and rate the performance and the results of the handled call(s) using current process.


Experience and Education

  • Must have 5-10 years of customer service or operations experience
  • Some lead/supervisory experience preferred
  • Some call center experience desired
  • Experience in background screening industry desired
  • Bachelor’s Degree or relevant work experience expected

 

Skills

  • Excellent people and motivating skills
  • Proven leadership and coaching skills
  • Proven troubleshooting and problem solving skills
  • Effective communication and presentation skills
  • Basic computer skills, including working knowledge of MS Office (Word, Excel, PowerPoint, Outlook, some Visio)
  • Ability to learn quickly and retain knowledge

 

Working Conditions:

  • The company environment is dynamic and reflective of rapid growth.
  • Friendly, helpful, open, and all inclusive.
  • Fast paced with frequent changes.
  • Sits and works at desk computer-keyboard for extended periods of time.
  • Works with others.
  • Hours may exceed 40 hours per week.
  • Some noise level within the office.

 

 

Accurate Background offers competitive compensation, a comprehensive employee benefits package, supplemental benefit options, generous paid time off, and 401(k) employer contribution. 

 

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees.  To learn more about e-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

 

All qualified applicants will receive consideration of employment without regard to race, color, religion, gender, national origin, or other status protected by applicable law.

Keywords: Accurate Background LLC, Germantown , Supervisor, Client Services, Other , Winchester, Maryland

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