Senior Enterprise & Strategic Account Representative

Checkr • Denver, Colorado, United States • 3d ago

The Senior Enterprise and Strategic Support Specialist at Checkr is a pivotal role that combines advanced problem-solving skills with a customer-centric approach. This position requires handling sensitive information with care, swiftly resolving complex issues, and maintaining high-quality support standards. As a subject matter expert, you'll guide team members, contribute to process improvements, and drive innovation in our support services. Your empathy, adaptability, and excellent communication skills will be crucial in delivering exceptional customer experiences that align with Checkr's mission of building a fairer future in the hiring industry. This role offers the opportunity to make a significant impact on our operations while fostering a culture of excellence in customer support.

What you'll do:

Handle high volumes of customer inquiries via various channels with professionalism
Deliver exceptional, personalized customer service
Swiftly resolve complex issues while maintaining quality and meeting deadlines
Serve as a Subject Matter Expert on products, features, and common issues for your customer portfolio
Proactively identify and implement operational gaps that impact customer experience
Contribute to team knowledge base and training materials for a specialized group of accounts
Collaborate with cross-functional teams to resolve complex issues
Maintain strong relationships with key stakeholders, including our Sales, Customer Success, Implementations, Shared Services, and Escalations groups to proactively identify unique customer requirements for our Enterprise and Strategic accounts
Stay up-to-date with product knowledge and industry trends
Meet or exceed performance metrics and quality standards
Support new business initiatives to improve customer and agent experiences
Handle sensitive information with utmost care and confidentiality
Generate regular reports on customer issues, trends, candidate outreach, and general support performance
Serve as a Point of Contact for new onboarding customers and maintain relationship that includes reporting, insights to Success teams, and informing internal team of updates
Conduct in-depth research to resolve complex customer inquiries
Analyze data to identify patterns and suggest improvements in support processes
Assist other Support teams as needed by the business

What you bring:

3+ years of experience in a customer-facing role
Strong written and verbal communication skills
Advanced problem-solving and critical thinking abilities
Excellent analytical skills to identify root causes and deliver effective solutions
Proven track record of handling complex customer inquiries efficiently
Ability to navigate ambiguous scenarios and think creatively
Customer-centric mindset with high empathy and adaptability
Proficiency in CRM systems, support tools, and chat systems
Experience in maintaining and improving knowledge bases
Familiarity with FCRA standards and compliance (or willingness to learn)
Ability to thrive in a fast-paced, ever-changing environment
Strong multitasking skills and effective time management
Passion for continuous learning and process improvement
Comfortable with technology and able to adapt to new tools quickly
Strong research skills and attention to detail
Ability to synthesize complex information and present findings clearly
Team player with a positive attitude and willingness to learn
Experience mentoring or guiding team members (preferred)
Proficiency in data analysis and reporting tools (preferred)
High school diploma or equivalent; Associate's degree preferred
An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.