Associate Customer Experience Specialist

Associate Customer Experience Specialist

First Advantage is a leading provider of mission‑critical background screening solutions to Fortune
100 and Global
500 brands. We operate with empathy and compassion, fostering a global inclusive workforce devoted to diverse voices.

Shift Timing:
Mid to late July start;
Monday‑Friday 8:00am–5:00pm ET (flexibility required between 8:00am–8:00pm ET).

• Efficient Application Login & Availability – Log into multiple business applications promptly and remain available during scheduled work hours, except during scheduled breaks.
• Managing Customer Interactions Across Channels – Respond to customer contacts via chat, voice, email, and new channels as introduced; manage availability status and readiness.
• Effective Inquiry Handling & Issue Resolution – Determine the purpose of each contact through targeted questions; provide tailored solutions without scripted responses.
• Multi‑Tasking for Accurate Problem Resolution – Resolve customer issues quickly and accurately by navigating various systems and retrieving relevant data in real time.
• Professional & Empathetic Communication – Maintain a calm, polite, and empathetic tone while explaining situations and next steps.
• De‑Escalation & Quality Control – Manage and de‑escalate customer frustrations; support quality assurance monitoring.
• Accurate & Timely Documentation – Record all interactions in company systems promptly, including reason for contact, actions taken, and follow‑ups.
• Effective Internal Communication & Follow‑up – Coordinate with internal teams via email and CRM notes; keep communications clear and professional.
• Continuous Learning & Training – Participate in training and stay informed about system updates, product changes, and evolving customer needs.
• Contributing to Knowledge Base & Improvement – Update the knowledge reference center with insights and resources for future cases.
• Work Pace and Performance Management – Manage pace and quality to meet performance goals such as call volume, length, quality scores, and compliance.

• Handle a high volume of customer contacts across phone, chat, email, and other channels.
• Use multiple software applications and systems simultaneously with ease.
• Assess customer needs quickly and resolve issues efficiently.
• Communicate professionally and empathetically, both verbally and in writing.
• Document all customer interactions accurately and follow procedures closely.
• Willingness to learn new tools, processes, and adapt to changing customer needs.
• Maintain a calm, empathetic, and solution‑focused demeanor in all situations.
• Demonstrate strong time management and multitasking in a fast‑paced environment.
• Ensure attention to detail in all documentation to maintain accuracy and satisfaction.
• Adapt quickly to new systems, product updates, and changes in requirements.
• Collaborate with internal teams to share information and ensure timely issue resolution.
• Knowledge of common computer configurations and strong navigation skills.
• Prior experience with Microsoft Windows Operating Systems.
• High school diploma or GED required; two years of customer‑facing experience preferred.

• Remote or hybrid; must have a dedicated workspace free from distractions and privacy ensured.
• Internet speed: minimum 120
  
  Mbps download and 10
  
  Mbps upload; computers must be hard‑wired to a router (company provides equipment).
• All remote employees must be on camera for all training sessions and meetings with leaders and clients.
• Standard office equipment: computer, keyboard, phone.

Approximately $18 USD per hour.

First Advantage is an equal‑opportunity employer. We are committed to a workplace and recruitment process free from unlawful discrimination, harassment, and retaliation. Employment decisions are based solely on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.