Customer Account Specialist

🕒 June 28

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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

• Complete all case management-related inquiries assigned within the Salesforce platform while adhering to established service levels. • Ensure that all customer interactions are handled efficiently and effectively. • Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records. Maintain accurate and up-to-date information to support seamless case management. • Provide timely follow-up to customers, keeping them informed about the progress of their requests. • Ensure that reports and information requests are delivered on time, meeting service level agreements (SLAs). • Keep relevant case information updated within Salesforce to facilitate accurate reporting. • Identify and collaborate with the sales team on leads to contribute to the organization’s overall revenue generation and growth. • Maintain account retention targets by developing and nurturing relationships with key decision-makers. • Ensure customer satisfaction and loyalty through effective engagement strategies. • Obtain first-hand customer information and make recommendations for improvements to products and services. Actively seek feedback to drive enhancements. • Identify and develop multi-level relationships with key decision-makers to ensure retention and relationship stability. • Propose additional products and services to expand the organization’s footprint within existing accounts. Identify opportunities for upselling and cross-selling. • Identify and partner with the leadership team on any product gaps and/or enhancements.

🎯 Requirements

• Timely Case Management & Inquiry Resolution - Complete all case management-related inquiries assigned within the Salesforce platform while adhering to established service levels. • Ensure that all customer interactions are handled efficiently and effectively. • Salesforce Account Monitoring & Maintenance - Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records. Maintain accurate and up-to-date information to support seamless case management. • Proactive Customer Communication - Provide timely follow-up to customers, keeping them informed about the progress of their requests. Ensure that all communications are clear, professional, and empathetic. • Report Delivery & SLA Compliance - Ensure that reports and information requests are delivered on time, meeting service level agreements (SLAs). • Keep relevant case information updated within Salesforce to facilitate accurate reporting. • Collaboration with Sales Team - Identify and collaborate with the sales team on leads to contribute to the organization’s overall revenue generation and growth. • Foster strong relationships to enhance sales opportunities. • Account Retention Management - Maintain account retention targets by developing and nurturing relationships with key decision-makers. • Ensure customer satisfaction and loyalty through effective engagement strategies. • Customer Feedback & Product Improvement - Obtain first-hand customer information and make recommendations for improvements to products and services. Actively seek feedback to drive enhancements. • Relationship Development - Identify and develop multi-level relationships with key decision-makers to ensure retention and relationship stability. • Leverage these relationships to support business objectives. • Product Expansion Proposals - Propose additional products and services to expand the organization’s footprint within existing accounts. Identify opportunities for upselling and cross-selling. • Leadership Collaboration on Product Enhancements - Identify and partner with the leadership team on any product gaps and/or enhancements. Collaborate to ensure that customer needs are met effectively. • Additional Duties as Assigned - Perform other duties as assigned by management, demonstrating flexibility and a willingness to support team objectives.

🏖️ Benefits

• 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