Customer Care Representative

First Advantage is looking for an associate customer service representative to join our aware-winning team! This person will drive customer satisfaction by fielding inquiries, addressing pain points and maintaining extensive product knowledge.

The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

Essential Duties & Responsibilities:

• Answer 35+ inbound calls per day
• Passion for providing excellent customer service
• Effectively navigate multiple systems while talking to customers and resolving complex issues
• Educate customers on the criminal background screening or drug testing process
• Adapt to change with a positive attitude

Requirements:

Education:

High School Diploma or GED required. College Degree (BA or BS) preferred. Bilingual/Spanish language skills preferred

Experience:

A minimum of 1-2 years prior experience in a customer-facing position required. 2 years of experience in a call center environment preferred.

Other Knowledge, Skills, Abilities or Certifications:

• Domain/industry knowledge related to the specific First Advantage services being supported may be required. Specific educational and/or experience requirements to demonstrate such knowledge are determined by the business unit
• Prior experience with Microsoft Windows Operating Systems and ISPs required and prior Customer Care and/or background services work related experience preferred
• Ability to work in a logical flow to isolate causes of problems and determine potential solutions
• Ability to multi-task (type notes into CRM while assisting customers via phone; work within multiple screens and platforms while assisting customers and/or researching issues; handle up to three concurrent chats, etc)
• Confident ability to restate or rephrase questions to verify consistent comprehension of a problem
• Ability to effectively prioritize and perform multiple tasks in a dynamic, fast-paced environment
• Ability to quickly connect with people, establish a rapport, express empathy and project confidence
• Demonstrated ability to work collaboratively in a team environment
• Effectively communicate in a clear and concise manner
• Passion for delighting customers with above and beyond service
• Excellent time-management and prioritization skills

Physical Requirements:

This role is largely a sedentary in nature and involves sitting for long periods of time. The role requires the ability to hear and talk as well as to see data and adjust visual focus for computer and paper tasks, read, type, lift and/or carry equipment and files up to 20 pounds, walk, bend or stand as necessary. Flexibility of working hours (any schedule from 8am – 8pm; some Saturday work as business unit requires) and occasional overtime.

Working Environment:

This role routinely uses standard office equipment such as computers, keyboards, phones, photocopiers, scanners, calculators, filing cabinets and fax machines.

First Advantage benefits include:

• 401k, health, dental, vision, and life insurance
• Paid Time Off (PTO) 3 weeks annually
• 10 Paid Holidays
• Tuition reimbursement
• Robust rewards program
• Remote/Telecommute
• All equipment is provided, and training is 100% paid

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

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