Associate Customer Care Representative (Hybrid)

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

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 :

• 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.
• 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
• 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

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.