Associate Customer Experience Specialist

The Associate Customer Experience Specialist serves as a frontline support representative for First Advantage’s background screening services. This role handles customer interactions across multiple communication channels, including phone, chat, and email, while researching issues, troubleshooting problems, documenting cases, and providing tailored solutions.

Representatives work within multiple business systems simultaneously, manage high contact volumes, and resolve customer concerns related to background screening services. Success in this role requires strong communication skills, attention to detail, multitasking abilities, and the ability to remain calm and professional during escalated interactions.

### Key Responsibilities

* Respond to customer inquiries through phone, chat, email, and future communication channels
* Troubleshoot customer issues and determine appropriate resolutions
* Navigate multiple software systems simultaneously
* Research customer accounts and review client-specific procedures
* Manage availability and adherence within scheduled work hours
* Document customer interactions accurately and promptly
* Create and assign tickets for escalated issues
* Coordinate with internal departments to resolve customer concerns
* De-escalate frustrated customer interactions professionally
* Participate in ongoing training and product updates
* Contribute to internal knowledge resources and process improvements
* Meet quality assurance, customer satisfaction, and productivity goals
* Maintain compliance with company procedures and confidentiality requirements
* Follow up with internal teams regarding escalated cases and resolutions

### Requirements

* High School Diploma or GED required
* Two years of customer-facing or knowledge delivery experience preferred
* Strong computer navigation skills
* Experience with Microsoft Windows operating systems
* Ability to handle high customer contact volumes
* Strong written and verbal communication skills
* Ability to multitask across multiple systems and applications
* Strong problem-solving and troubleshooting abilities
* Strong attention to detail and documentation accuracy
* Ability to adapt to changing systems, processes, and customer needs
* Ability to work independently in a remote environment

### Work From Home Requirements

* Dedicated distraction-free workspace
* Hard-wired internet connection required
* Minimum internet speed of 120 Mbps download and 10 Mbps upload
* Camera required during all training sessions and meetings
* Company-provided equipment

### Benefits

* Remote work opportunity
* Medical, dental, and vision coverage
* Supplemental benefit plans
* 401(k) with employer match
* Employee Stock Purchase Plan (ESPP)
* Flexible Paid Time Off (PTO)
* Nine paid company holidays
* Career development and technology growth opportunities

### Good Fit For

This role may be a strong fit for candidates with experience in customer service, call center support, technical support, chat support, email support, case management, background screening, customer experience, documentation review, CRM systems, or high-volume customer interaction environments.