Customer Service Advocate
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Job Description
Customer Service Advocate providing front-line support to Retail clients at ClearStar. Troubleshooting issues, managing client interactions, and ensuring high service standards.
Responsibilities:
- Provide front-line support to clients via phone, email, and live chat across various ClearStar platforms (Aurora, ScreenMeNow, MIS Admin, Gateway Tools)
- Troubleshoot technical and service-related issues and deliver accurate, user-friendly solutions
- Conduct client training and screen-share demonstrations as needed
- Collaborate with cross-functional teams (Technical Services, Records & Verification, Sales, Implementation, and Account Management) to resolve client issues
- Manage ticketing and case documentation through Zendesk CRM
- Participate in system testing, new feature feedback, and continuous service improvement
- Assist with order management and supplier configuration updates
- Contribute to knowledge sharing and documentation enhancements
Requirements:
- Associate’s degree or equivalent work experience; bachelor’s degree preferred
- 1–2 years of experience in client service, customer support, or technical helpdesk
- Experience with CRM/ticketing systems such as Zendesk and Microsoft Office tools
- Strong communication and interpersonal skills for client-facing interactions
- Ability to manage multiple priorities while maintaining a high attention to detail
- Comfortable troubleshooting and explaining technical issues clearly to non-technical users
- Experience in the background screening industry or familiarity with FCRA is a plus
Benefits:
- paid healthcare and life insurance premiums
- low-cost dental and vision insurance
- company-paid basic life insurance
- company-paid Short-Term Disability policy
- employee assistance program
- 401(k) matching up to 4%
- time off
- 9 company paid holidays
- 2 additional days of paid time off for volunteer activities
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