Primary Purpose of the Job

Manage and retain assigned client accounts by delivering exceptional service and ensuring the timely and accurate processing of public record search requests. Serve as a liaison between clients, vendors, and internal teams to resolve inquiries, monitor performance, and support client growth. 

Supervisory Responsibility

Does not directly supervise team members. 

Essential Duties

• Build and maintain strong client relationships by delivering responsive, personalized service and identifying opportunities to enhance client satisfaction.
• Process research requests and results with a high level of accuracy and attention to detail, including providing regular updates on pending orders. 
• Serve as the primary point of contact for assigned accounts, managing communication, resolving issues, and responding to all inquiries in a timely manner. 
• Coordinate with vendors and internal teams to ensure research is completed within client service-level expectations. 
• Monitor client activity and account health to proactively identify potential service issues or opportunities for account growth. 
• Prioritize daily workload independently while balancing urgent requests and unplanned client needs. 
• Maintain accurate documentation of all client interactions and ensure compliance with internal procedures and policies. 
• Meet performance goals and KPI benchmarks related to quality, responsiveness, and client satisfaction. 
• Promote a collaborative, team-oriented environment through transparent communication and a shared commitment to service excellence. 
• Support cross-functional projects and internal process improvement initiatives as assigned by the Client Services Supervisor. 
• Provide regular status updates to the Client Services Supervisor, including progress on key accounts and any emerging client concerns. 
• Stay informed of current policies and procedures. 
• Continued professional development through ongoing training and education. 
• Other duties as assigned. 

Required Skills

• Demonstrates excellent written and verbal communication skills with a professional and customer-focused tone. 
• Applies strong problem-solving skills to resolve client issues efficiently and effectively. 
• Exhibits exceptional time management and organizational abilities to handle multiple priorities and meet deadlines. 
• Maintains a proactive, solutions-oriented mindset and strong attention to detail. 
• Possesses the ability to build trust and credibility with clients and internal teams. 
• Demonstrates proficiency in Microsoft Office and the ability to learn proprietary systems quickly. 
• Adapts to changing priorities in a fast-paced, service-driven environment. 
• Works independently with minimal supervision while maintaining strong team collaboration. 

Required Education and Experience

• High school diploma or GED equivalent
• 2+ years of experience in client service, account management, or a similar role in a professional or administrative setting. 
• Experience with public records, background screening, or legal research industries is preferred.
• Familiarity with performance metrics and service-level agreements is a plus. 
• Experience communicating directly with external clients and resolving service-related issues. 
   

Physical and Mental Demands

• Prolonged periods of sitting and standing at a desk and while working on a computer. 
• Ability to lift up to 10 pounds on an occasional basis. 
• Regular and predictable attendance. 
• Regular interaction wtih other team members, including spontaneous and planned video meetings. 
• Ability to effectively perform responsibilities under occasionally stressful situations, including meeting daily, weekly, monthly, quarterly, and/or annual standards and workload expectations. 
• Ability to work any shift and required overtime based on business needs. 

This job description does not include the marginal functions of the job that are incidental to the performance of fundamental job duties. All duties and responsibilities, including regular and reliable attendance, are essential job functions and are a requirement. To perform this job successfully, the team member must possess the skills, aptitudes, and abilities to perform each duty proficiently, with or without reasonable accommodation. The requirements listed in this job description are the minimum levels of knowledge, skills, or abilities necessary for the job, with or without reasonable accommodation. This job description is subject to modification at any time.