Customer Support Representative III

The Customer Support Team delivers the cornerstone to Checkr’s success by ensuring that the consumers we work with have a positive, valuable experience. We handle sensitive information with care, alleviate concerns in an appropriate and timely manner, and deliver a best-in-class support experience. The Customer Support Representative will bring a customer-centric mindset, expertise in problem-solving, and a commitment to operational improvement to Checkr. In this role, the representative will leverage critical thinking to resolve complex issues swiftly while maintaining high standards of quality and adherence to deadlines. With a collaborative spirit and advanced communication skills, this professional will serve as a subject matter expert and guide team members toward delivering exceptional service. Their empathy, adaptability, and proactive approach to innovation will ensure a seamless customer experience and support Checkr's mission to build a fairer future in the hiring industry.

Responsibilities

• Handle a high volume of inbound chats, phone calls, and emails with a professional tone that ensures clarity and customer satisfaction
• Exemplifies a customer-first attitude to deliver exceptional service, providing personalized interactions 
• Employ critical thinking to resolve report issues swiftly, ensuring high-quality output and adherence to turnaround time deadlines
• Resolve report issues quickly to ensure we deliver high-quality reports within turnaround time deadlines.
• Navigate ambiguous scenarios easily, leveraging analytical skills to identify root causes and deliver effective solutions quickly
• With a growth mindset, proactively identify operational enhancements and contribute to cross-functional initiatives aimed at optimizing customer experience
• Serve as the team's subject matter expert, maintaining in-depth knowledge of its features, functionalities, and common issues. 
• Provide guidance to team members, and contribute to product-specific training materials.
• Flexible, adaptable, and able to support new business initiatives to drive improvements for our customers and agents
• Proactively identify operational improvements and work to submit them to appropriate cross-functional teams.
• Assist in maintaining team knowledge base (Help Center, Workflows, Knowledge Articles, Process Improvements, etc.) 
• Be an active participant in Checkr's culture, with a high level of comfort and familiarity with Checkr and its supporting technology and tools

Your Experience and Skills

• 3+ years of experience in a customer-facing role
• 1+ years of demonstrated experience with inbound communication (phone, email, and chat)
• Ability to maintain compassion and care for individuals as well as a desire to innovate and improve your environment
• Self-awareness, positive attitude, and willingness to learn in a fast changing environment
• Excellent written and oral communication skills with impeccable attention to detail, ensuring all communications are free of grammatical errors and typos
• Ability to work collaboratively with other stakeholders in Customer Support (CS) on projects, demonstrating strong cross-functional teamwork skills
• Flexible schedule, willing to work non-traditional hours, weekends and holidays (only when necessary) to support our customers and agents 
• Ability to operate autonomously with limited supervision, demonstrating dependability, punctuality, and strong time management skills 
• Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
• Possess advanced problem-solving skills and the ability to quickly learn web-based user support applications
• Comfortable in a fast-­paced environment, subject to rapid change and uncertainty

What you get:

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive compensation and opportunity for advancement
• 100% medical, dental, and vision coverage
• Up to 25K reimbursement for fertility, adoption, and parental planning services
• Flexible PTO policy
• Monthly wellness stipend, home office stipend

One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see our website.

At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, and Santiago, Chile. Individuals are expected to work from the office 2 to 3 days a week. In-office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages.

The hourly pay range for this role is $22.00 to $27.24 in Denver, CO.

Equal Employment Opportunities at Checkr

Checkr is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Checkr believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.   

Checkr also welcomes the opportunity to consider qualified applicants with prior arrest or conviction records. Checkr’s commitment to diversity extends to hiring talented individuals in spite of a prior criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance