Associate Customer Experience Specialist

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What You'll Do: 

As an Associate Customer Experience Specialist, you will be in the front line of support, delivering high-quality service to our clients and their candidates across various communication channels including voice, chat, and email.  You will manage multiple business applications, handle customer inquiries, and resolve issues efficiently and professionally. Providing timely solutions with an empathetic approach. This role requires effective multitasking, proficiency in business applications, and a customer-focused mindset to ensure seamless experience and satisfaction for all customers.

Shift Timing:
Estimated Start Date: Mid to late July
Training Schedule: Monday - Friday 8:00am - 5:00pm ET
Post Training Schedule: Monday - Friday, must be flexible between 8:00am - 8:00pm ET

Responsibilities:

• Efficient Application Login & Availability- Log into multiple business applications promptly and remain available during scheduled work hours, except during scheduled breaks. This includes systems like CRM, background check databases, call center technology, and communication tools like Outlook/Teams. Adherence to a strict schedule is required to meet customer needs.

• Managing Customer Interactions Across Channels- Respond to incoming customer contacts via chat, voice, email, and new communication channels as they are introduced. Use available controls to manage availability status, ensuring you are ready to assist when required.

• Effective Inquiry Handling & Issue Resolution- Determine the purpose of each contact through targeted questions, as no scripts are used. Interactions vary from rescheduling appointments to troubleshooting login issues. Each situation requires a tailored response, and solutions are provided based on the customer's unique needs.

• Multi-tasking for Accurate Problem Resolution- Resolve customer issues quickly and accurately by utilizing information within various business applications, resources and FA-supported customer platforms. This involves navigating various systems, reviewing client-specific fact sheets for standard operating procedures, and account details, while efficiently navigating multiple screens and systems to retrieve relevant data, enter search queries, and mange tasks simultaneously, all in real-time, to resolve cases and document efficiently and accurately.

• Professional & Empathetic Communication- conduct all interactions with professionalism, maintaining a calm, polite, and empathetic tone. Explain the situation clearly and outline the steps you will take to address and help resolve the issue.

• De-escalation & Quality Control- Manage and de-escalate customer frustrations effectively. Calls are monitored for quality assurance and performance development, so agents must demonstrate professionalism under pressure and contribute to a positive customer experience.

• Accurate & Timely Documentation- Document all interactions in Company systems promptly and accurately. This includes capturing the reason for contact, details shared with clients or escalation teams, actions taken, resolutions, and necessary follow-ups.  Tickets may need to be entered and assigned to other departments, who may also need to be contacted in real-time during the interaction. Additionally, screen captures may be required for case documentation. Ensure all documentation is completed during contact itself or within two minutes of contact closure to prepare and be ready for the next inquiry.

• Effective Internal Communication & Follow-up- Follow up with internal teams as needed by using email and case notes in the CRM. Ensure that all communications are clear, professional, and grammatically correct. Provide updates and resolutions based on customer interactions, including research or escalation details.

• Continuous Learning & Training- Participate in required training to enhance customer support and stay informed about system updates, product changes, and evolving customer ne