Do you have a track record of over-achieving at work? Are you a problem solver? Do you easily build trusting and long-lasting business relationships with clients?

If your answer is “YES!” then apply today to join the ClearStar team as a Client Service Advocate. In this role, you will provide outstanding service by building client rapport, continually educating clients on the use of our technology and best practices, and exceeding our clients' expectations.

ClearStar offers comprehensive background screening services, products, and solutions that empower our clients to make compliant and informed hiring decisions – choosing the right person for the right job. Our work reflects our deep commitment to compliance, technical innovation, and the agility to respond to constant changes in the background screening landscape. We also, provide the tools, skills, knowledge, and resources necessary for employers to create their own safe hiring program.

As a Client Service Advocate you will be responsible for serving as a direct point of contact for customers to provide requested information, training or resolution for reported issues by performing the following duties:

Duties and Responsibilities

• Direct interaction via phone; written communication; and Live Chat to provide ClearStar application support.
• Provide problem analysis, research, and resolution to Retail Customers, Internal Customers
• Support and knowledge of ClearStar’s Platforms: Aurora; ScreenMeNow; MIS Admin; Gateway Tools
• Analyze and provide resolution to reported service configurations, customer configuration
• Know functionality of Aurora platform features
• Work directly with Tech Service Team with Retail Case Management
• Work directly with Records & Verification Team:
  • Providing order details for Retail clients
  • Configuration for Records / Suppliers
• Support to Sales; Implementation; & Account Management Team
  • This may include and is not limited to input on ClearStar’s platform functionality; features; documentation.
  • Training of Users, Demos, updating client configurations, etc.
• General Training of new user training
• Training via MS Teams featuring releases to Retail users
• Familiar with providing demos via MS Teams training for trouble shooting purposes
• Testing and quality assurance of new system enhancements and releases prior to release.
• Initiate and maintain appropriate documentation of case management from initial report through final resolution.
• Utilize Salesforce CRM for Case Management
• Other tasks and responsibilities as assigned by Management

Desired Skills & Experiences

• High School Diploma or equivalent (certificate program, some college or a degree is a plus).
• Must be able to pass a background check.
• Experience in providing client services/customer relations in an office environment.
• Demonstrated a record of successful outcomes in handling difficult situations and customers.
• Microsoft Office – intermediate experience required, advanced experience a plus.
• Use of the Internet including use of multiple browsers and search engines –advanced experience required.
• Established skills in analytical problem solving and resolution.
• Exhibited effective communication by phone, email or in person through strong verbal and written communication skills, including grammar and spelling.
• Have a sense of urgency in your work and a high regard for attention to detail.
• Well organized, able to prioritize, and efficiently work under high volume conditions.
• Experience in Support/Client Services – Customer service orientation essential.
• Works well independently and take the initiative in problem solving

Remote work qualifications

• Access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.
• A dedicated home office space that is noise- and distraction-free. The space should have strong wireless connection or a wired Ethernet connection.
• A valid, physical address (apartment, suite, etc.). PO Boxes are not supported, as a physical address is required for you to receive your computer equipment.
• The desire and ability to work and communicate with other team members via chat, webcam, etc.
• H-1B Visa Sponsorship Not Available for this role.

About Employment Screening Resources
ESR has earned accreditation issued by the National Association of Professional Background
Screeners, Background Screening Credentialing Council by demonstrating competency and
compliance related to critical policies and procedures in areas such as consumer privacy and client
education.

About ClearStar

ClearStar is a leader in background and medical screening technology, developing innovative
products that have helped companies hire smarter for more than 25 years. The company has
expanded quickly in size and capability, and you can be a part of it.