Senior Customer Support Representative, Checkr

Checkr

Location:
United States, Denver

Category:
Customer Service

Contract Type:
Employment contract

Salary:

47000.00 - 59000.00 USD / Year

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Job Description:

The Candidate Experience and Customer Support Teams deliver 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 Support Associate is an expert either within a team or channel. The ideal candidate is enthusiastic about creating an unequaled level of service for the Checkr community. The ideal candidate for this role is someone who is calm in the face of a storm, caring and compassionate, and is able to have a strong sense of empathy in difficult situations.

Job Responsibility:

Assist with handling a high volume of inbound support channels (i.e. chats, emails, and/or phone calls) from candidates or customers, resolving their questions with empathy and care
Process escalated support tickets that require additional knowledge base outside of Frontline Tier 1 Agent access
Carefully review background checks and provide accurate responses to candidates or customers
Resolve report issues quickly to ensure we are delivering high quality reports within turnaround time deadlines
Have fun working in a fast-paced, high contact volume environment
Available and present for their team during their shift to help deliver best in class service for our team and our customers
Flexible, adaptable, and able to support new business initiatives to drive improvements for our customers and agents
Deliver an exceptional, personalized service experience for Checkr users, through all channels that our teams cover
Escalate complex issues to appropriate internal and external parties
Identify operational improvements and work to submit to appropriate cross functional teams
Provide feedback about how we can, as a team and company, provide an industry-leading customer experience
Active participant in Checkr's culture. Participates in community events - Represents Checkr Mindset (grit, owner, accountable, customer focused)

Requirements:

1+ years of experience in the Support Associate Frontline Agent role
2+ years of experience in a similar external role is required
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
Ability to work collaboratively with other stakeholders on projects
Flexible schedule, willing to work non-traditional hours, weekends and holidays (only when necessary) to support our customers and agents
Demonstrated ability to work cross functionally and collaboratively in a team
Trusted and able to operate autonomously in their role with limited supervision
Dependable and punctual with time management skills
Strong writing skills and impeccable attention to detail
Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
Advanced problem-solving skills with the ability to think creatively to resolve difficult situations
Ability to quickly learn web-based user support applications
Comfortable in a fast-paced environment, subject to rapid change and uncertainty
High level of comfort and familiarity with Checkr and supporting technology/tooling

What we offer:

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

Additional Information:

Job Posted:
May 03, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Senior Customer Support Representative