Associate Customer Experience Specialist

Who We Are

First Advantage is a leading provider of background screening solutions. We value empathy, inclusion, and integrity among our team members.

The Associate Customer Experience Specialist is the front line of support, delivering high‑quality service to clients and candidates across voice, chat, and email channels.

• Log into multiple business applications promptly and remain available during scheduled work hours.
• Respond to customer contacts via chat, voice, email, and new communication channels.
• Determine the purpose of each contact through targeted questions (no scripts).
• Resolve customer issues quickly and accurately using business applications and internal resources.
• Conduct all interactions with professionalism, empathy, and a calm tone.
• Manage and de‑escalate customer frustrations while maintaining quality assurance standards.
• Document all interactions in company systems promptly and accurately, including capture of reason for contact, actions taken, and follow‑ups.
• Follow up with internal teams as needed using email and case notes in the CRM.
• Participate in required training and keep up to date with system updates, product changes, and evolving customer needs.
• Contribute to the company’s knowledge base by documenting lessons learned and sharing insights.
• Manage your work pace and meet performance goals such as call volume, quality assurance scores, and customer satisfaction metrics.

• High volume customer contact across voice, chat, email, and other channels.
• Proficiency with multiple software applications and systems simultaneously.
• Strong, empathetic communication skills, both verbal and written.
• Excellent time‑management and multitasking ability in a fast‑paced environment.
• Attention to detail in documentation and adherence to procedures.
• Willingness to learn new tools, processes, and adapt to changing customer needs.
• Ability to remain calm and solution‑focused under stress.
• Collaboration and teamwork with internal stakeholders.
• Knowledge of common computer configurations and navigation skills; prior experience with Microsoft Windows operating systems.

High school diploma or GED required (U.S.). Two years of customer‑facing or knowledge delivery experience preferred.

• Remote work with occasional business travel.
• Medical, vision, and dental plans.
• 401(k) with employer match.
• Employee Stock Purchase Plan (ESPP).
• Competitive paid time off (PTO) and 9 paid company holidays.
• Technology and growth opportunities.
• Professional development and training programs.

Approximately $18 per hour, with final offer based on experience and skills.

First Advantage is an equal opportunity employer, committed to a workplace free from unlawful discrimination, harassment, and retaliation. Employment decisions are based solely on qualifications, merit, and business needs.