Senior Enterprise and Strategic Account Representative, Checkr

Checkr

Location:
United States, Denver

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The Senior Enterprise and Strategic Account Representative role at Checkr involves handling sensitive information, resolving complex customer issues, maintaining high-quality support standards, and contributing to process innovation. This position emphasizes empathy, adaptability, and excellent communication skills for delivering exceptional customer experiences. Responsibilities include managing inquiries, serving as a subject matter expert, and collaborating with cross-functional teams.

Job Responsibility:

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
conduct in-depth research to resolve complex customer inquiries
analyze data to identify patterns and suggest improvements in support processes.

Requirements:

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.

Nice to have:

experience mentoring or guiding team members
proficiency in data analysis and reporting tools

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
in-office lunch four times a week
commuter stipend
abundance of snacks and beverages

Additional Information:

Job Posted:
July 04, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Senior Enterprise and Strategic Account Representative