Associate Customer Care Representative

Job DescriptionJob Description

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.
Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What We Do: 
We are on the frontline of recruitment enabling organizations to Hire Smarter. Onboard Faster™ First Advantage is an HR Tech company delivering innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 30,000 clients. Headquartered in Atlanta, GA and with an internationally distributed workforce spanning 17 countries with about 5,000 employees, First Advantage performs over 100 million screens in over 200 countries and territories annually.

Who You Are: 
We are looking for a Associate Customer Care Representative (Hybrid) who considers themselves: 

• Self-motivated – you love to lead others but are also ready to “roll up your sleeves." You can spearhead a project and see it through from start to completion. 
• A team player – you navigate cross-functional teams and work well with team members across groups toward a common goal. You appreciate the value in collaboration and have ability to lead a team to do the same. 
• An innovator – you see gaps in current processes or workflows as an opportunity to improve and try something new. 
• A lifelong learner – you seek opportunities to learn and upskill, you understand the importance of thorough and secure screenings, and are interested in the Human Capital sector and the confluence of people, process, and technology. 

What You'll Do 

The Associate Customer Care Representative (Associate CCR) receives, evaluates, and answers customer inquiries in a timely manner. The Associate CCR interacts with customers via phone, chat, and email to provide information in response to routine inquiries about background check searches and may handle and resolve general issues or complaints. This position is responsible for enhancing each customer's relationship with First Advantage. Support is primarily delivered by phone and occasionally via email. Each call is unique in that there are no scripts to follow. Success in this role requires strong organizational skills, high attention to detail, effective time management, solid decision-making, keen problem-solving skills, and excellent communication.

All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients. Working at home requires internet speeds that can support the FA systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment)

This role is a Hybrid position, individual must be in United States and will be required to work from in office (Atlanta, GA) as well as from home.  Role will start remote

Scheduled Start Date:  July 8th, 2024
Training (first 4 weeks): 8:00am - 5:00pm EST (Mon-Fri)
Post Training: 11:30am - 8:00pm EST (Mon-Fri)

Responsibilities:

• Login into multiple business applications quickly and on time to begin taking calls per scheduled worked hours. This role requires being logged in and available during these hours except for during scheduled breaks. This role has strict schedule requirements to meet customer needs. The applications include Siebel CRM, numerous FA background check applications/databases, call center phone.
• Answer incoming calls waiting in the general queue from business clients and/or their customers (e.g., candidates or other participants in the background check or verification process). Calls are automatically routed to customer care representatives who are available. Requires managing the phone system controls and codes to be available or not available (when necessary).
• Learn the purpose of the call using appropriate inquiry (there are no scripts to follow as every call is potentially different). Call purposes can vary widely, such as a candidate needs to reschedule a drug screen, a client wants to know the status of a pending background check, the caller needs help logging into an FA system, the candidate wants to report an error in his/her/their report, the caller needs help completing a profile, the candidate cannot find the drug testing site, etc.
• Resolve the issue correctly and quickly by utilizing information within the various business applications as well as knowledge of FA supported customer platforms. This includes reviewing client fact sheets for standard operating procedures for the specific account, directing caller actions, required to resolve the issue, looking up information that may be needed during the call. This involves multi-tasking, using multiple computer screens at once, bringing up the relevant applications from those open/running quickly, keying information into search fields, etc.
• Open and conduct all conversations professionally and with empathy. Customer Care Representatives must remain calm, listen carefully, be polite, explain reasons for the current situation and what s/he/they will be doing to help resolve this issue.
• De-escalation of client frustration is a key responsibility of the agent. Calls are randomly monitored by supervisors for quality control and employee development/training purposes
• Document all information gathered, and actions performed during the customer care interaction (the call) in the relevant FA systems. This includes the reason for the call, information shared, the resolution, escalation to the appropriate teams, and follow-up activities needed. Tickets may need to be logged and assigned to other departments, such as Operations or Information technology. These departments may need to be reached during the call as well (real time). This may also include helping the caller capture computer screen images that can be added/uploaded to the documentation. This documentation activity occurs during the call itself and shortly after. Complete information must be entered into various systems within 90 seconds to 2 minutes after the call closes in order to take the next call.
• Follow up with internal partners using email. This may include summarizing the resolutions and/or sending information that requires research such that it could not be provided during the call. Written communication must be professional and grammatically correct.
• Attend rigorous training upon starting the Associate Customer Care Representative position and then maintain knowledge of systems, clients, products and services as information and requirements change over time. This may involve reviewing information sent via email, completing online training courses, or attending live or virtual training sessions. Product and process changes and updates are frequent. Staying informed and skilled in proper process also requires looking up information provided in the FA help/reference center. There is the expectation that the Customer Care Representative be self-sufficient.
• The Associate Customer Care Representative also contributes to knowledge content in the reference center that supports continued enrichment of online resources that helps to resolve support cases while promoting the value of this content to all customer
• Manage pace and quality of work to meet goals. Make changes to improve based on feedback from supervisors or performance metrics that are tracked and shared (e.g., number of calls per day, length of call, quality assurance scores for accuracy, customer satisfaction scores, compliance with process, confidentiality, and professionalism, etc.).
• Share the voice of the customer through appropriate channels to ensure all parts of the organization benefit and have the actionable information needed to drive business decisions.

What You Will Need to be Successful:

• High school diploma/GED required. College degree preferred.
• 2 or more years’ experience in customer-facing or knowledge delivery role is preferred.
• Knowledge of common computer configuration.
• Strong computer navigation skills.

Other Knowledge, Skills, Abilities or Certifications: 

• Communicate in a clear and concise manner.
• Ability to work in a logical flow to isolate causes of problems and determine potential solutions
• Ability to multi-task (type notes into appropriate systems while assisting customers via phone; work within multiple screens and platforms while assisting customers and/or researching issues.)
• 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.
• Ability to work collaboratively in a team environment.
• Bilingual/Spanish language skills preferred.
• Prior experience with Microsoft Windows Operating Systems and ISPs required and prior Customer Care and/or background services work related experience preferred.

Why First Advantage is Your Next Big Career Move 
First Advantage is going through a technology transformation We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact. 
Additional benefits offered to our eligible people include:    

• Ability to work remotely with occasional business travel.     
• Medical, Vision, Dental, and supplementary benefit plans  
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)    
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays     
• Access to tech and growth opportunities, and leaders who want you to succeed  

More About Our Values Code 

• Honor Honesty, Consistency, and Responsibility: Do the right thing 
• Cultivate an environment of dignity: Show respect for the individual 
• Take an Outside-In approach: Put the client first 
• Think out-of-the-box: Innovate and create 
• Stay Team-Oriented: Collaborate and appreciate each other 

What Are You Waiting For? Apply Today 
You have learned a little about us today – we want to learn about you If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now 

The salary range for this position is approximately $18 USD per hour. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

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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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