Associate Customer Experience Specialist

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First Advantage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

First Advantage is a leading provider of global software and data for the HR technology market. Enabled by proprietary technology and AI, it delivers employment background screening, digital identity and verification services, APIs, and risk-monitoring products across the employee lifecycle. The company emphasizes automation and continuous identity verification, serving roughly 80,000 organizations in over 200 countries and territories, and maintains large proprietary databases (over one billion records). Headquartered in Atlanta and publicly traded (NASDAQ: FA), First Advantage focuses on helping customers hire smarter and onboard faster through software, data and services.

📋 Description

• Log into multiple business applications promptly and remain available during scheduled work hours, except during scheduled breaks. • Respond to incoming customer contacts via chat, voice, email, and new communication channels as they are introduced. • Determine the purpose of each contact through targeted questions, as no scripts are used. • Resolve customer issues quickly and accurately by utilizing information within various business applications. • Conduct all interactions with professionalism, maintaining a calm, polite, and empathetic tone. • Manage and de-escalate customer frustrations effectively. • Document all interactions in Company systems promptly and accurately. • Follow up with internal teams as needed by using email and case notes in the CRM. • Participate in required training to enhance customer support and stay informed about system updates or product changes. • Contribute to the company’s knowledge reference center by helping enhance resources for future cases. • Manage your work pace and quality to meet performance goals.

🎯 Requirements

• High school diploma/GED required. (US requirement only) • Two years of experience in customer-facing or knowledge delivery role preferred. • Handle a high volume of customer contacts across various channels (phone, chat, email, etc.). • Use multiple software applications and systems simultaneously with ease. • Quickly assess customer needs 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 by handling tasks and applications efficiently. • Multitask effectively in a fast-paced environment while ensuring high-quality service. • Ensure attention to detail in all documentation to maintain accuracy and customer satisfaction. • Adapt quickly to new systems, product updates, and changes in customer requirements. • Collaborate with internal teams to share information and ensure timely issue resolution. • Knowledge of common computer configurations and strong computer navigation skills. • Prior experience with Microsoft Windows Operating Systems.

🏖️ Benefits

• Professional development opportunities, such as our award-winning SOAR program • Generous Paid Time Off Program* • Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities* • Competitive benefits (medical, dental, etc.)* • Global Employee Assistance Program (EAP) available to all team members • Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year