Account Representative (Remote Position)

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.

PREFER BACKGROUND SCREENING INDUSTRY EXPERIENCE

OVERVIEW

The Account Management Representative at Universal Background Screening serves as a strategic support partner to our Account Management team, playing a crucial role in maintaining and enhancing relationships with existing clients. This position combines analytical excellence with client service expertise to ensure optimal account performance and client satisfaction. The Account Management Representative will be responsible for managing client metrics, supporting business development activities, and serving as a key liaison between clients and internal teams to drive retention and growth.

The ideal candidate will have strong analytical and organizational skills, a collaborative mindset, and the ability to manage multiple client touchpoints while supporting both internal teams and external stakeholders effectively.

KEY RESPONSIBILITIES

• Maintain comprehensive client databooks, scorecards, and performance dashboards with accurate metrics, trends, and insights

• Analyze client data to identify service improvement and growth opportunities while ensuring data accuracy and consistency across all reporting materials

• Resolve order management inquiries efficiently and collaborate with operations teams to address processing issues

• Monitor order fulfillment to ensure adherence to client SLAs and TAT requirements, serving as primary contact for order-related communications

• Support demo preparation, client implementations, and service enhancements through cross-functional team coordination

• Manage project timelines and communicate progress to stakeholders throughout delivery

• Handle pricing inquiries, manage add-on service requests, and support contract negotiations and renewals

• Ensure pricing accuracy and compliance with established guidelines

• Assist in RFP preparation and response coordination by gathering technical and operational information

• Collaborate with subject matter experts to support sales processes for existing client expansions

• Support and maintain Quarterly Business Review presentations while building strong relationships with key stakeholders

• Proactively identify opportunities to enhance client satisfaction and retention, addressing concerns and escalating issues appropriately

• Provide comprehensive support to Account Managers through account planning, strategy development, and resource coordination

• Share market insights and client feedback to support broader team objectives and account growth strategies

• Centralized support for mid-market clients on renewals and growth based on customer needs.

• Perform other duties as assigned.

  
  

REQUIRED QUALIFICATIONS

• 3+ years of experience in professional customer service, account management, or client management role, with a focus on driving client growth.

• Proven experience in building, nurturing, and retaining client relationships

• Strong problem-solving abilities, able to navigate complex issues within company policies and procedures.

• Strong verbal and written communication skills, with the ability to build rapport and trust with clients.

• Ability to work independently and collaboratively within a cross-functional team.

• Ability to remain calm and professional in high-pressure situations.

• Excellent organizational and time management skills, with the ability to handle multiple priorities.

• Proficiency in Microsoft Word, Excel, and PowerPoint.

• High School Diploma or equivalent; some college or technical education preferred.

  
  

PREFERRED QUALIFICATIONS

• Knowledge of background checks, pre-employment screening, or human resources processes.

• Familiarity with background screening systems or similar platforms.

• Experience with CRM systems, particularly Salesforce.

• Proven ability to manage multiple priorities and meet deadlines in a fast-paced environment.

• Excellent cross-functional collaboration and relationship-building skills.

  
  

SPECIAL REQUIREMENTS

• Willingness to travel as required

• Prolonged periods sitting at a desk and working on a computer.

• Must be proficient in the English language, both written and verbal.

• Ability to lift 50 pounds.

  
  

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.