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Customer Care Representative
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What You'll Do
The Customer Care Representative consists of interacting with customers to provide accurate information in response to inquiries about products or services and to handle and resolve complaints. Provides support and general liaison between clients and partner locations. The Customer Support Specialist will also assist with answering phone calls, schedule appointments, support office visitors/team members, and complete administrative duties such as filing, typing, copying, binding, scanning, mailing, etc. The Customer Support Specialist will handle, and complete requests/documents required by clients as per company security policies. In addition disseminate reports and documents in a secure manner for all fingerprinting partners, programs, products, and services. Check to ensure that appropriate changes were made to resolve customers' problems Answering phone calls and emails in a timely manner Provide real-time scheduling support by scheduling appointments and assisting clients via phone and email Exhibits polite and professional communication in person and via phone, e-mail, and mail Carries out administrative duties such as generating reports, electronic and physical filing, typing, copying, binding, scanning, and mailing Ensure all emails disseminated to clients are accurate, secure, and encrypted as needed Screening phone calls and routing callers to the appropriate department or team member Resolve customers' service or billing complaints by performing activities such as refunding money and adjusting services as needed Obtain and examine all relevant information to assess validity of complaints and to determine possible causes Supports operations and sales teams by performing tasks related to organization and strong communication Provides information to clients and team members by answering questions and requests Maintains supplies inventory by checking stock to determine inventory level, anticipating needed supplies, placing, and expediting orders for supplies Anticipate the needs of clients and team members to ensure a seamless and positive client experience Contributes to team effort by accomplishing related tasks and responsibilities Generates reporting and provides to appropriate department for processing What You May Need to be Successful: Experience working in customer service related position Proficient speaking in English and Spanish Administrative Writing Skills Microsoft Office Skills Knowledge of current and legally binding contractual language and terminology Ability to identify, analyze, and suggest solutions for problems, customer complaints, and client concerns Clear adherence to company policies and security rules and regulations Good organization skills and the ability to multitask on several projects simultaneously This position will report onsite to our offices located in Hicksville, NY 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: 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 8 paid company holidays Access to new tech and growth opportunities, and leaders who want to see you succeed
