New Brunswick, NB, Canada
We are seeking an Bilingual Associate Customer Experience Specialist in the Canada. This is a Remote work from home position, and individual is required to reside and be authorized to work in the Canada.
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.

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 please ask for details.

Other requirements for Remote support:

• For remote, you must have a dedicated workspace that is free from distractions and ensures privacy.
• Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment).
• All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
• This role routinely uses standard office equipment such as a computer, keyboard, and phone

WHAT YOU’LL DO:

As an Bilingual Associate Customer Experience Specialist, you will be in the front line of support, delivering high-quality service to our clients and their candidates across various communication channels including voice, chat, and email. You will manage multiple business applications, handle customer inquiries, and resolve issues efficiently and professionally. Providing timely solutions with an empathetic approach. This role requires effective multitasking, proficiency in business applications, and a customer-focused mindset to ensure seamless experience and satisfaction for all customers.
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)
100% remote- Canada Based.
Scheduled Start Date: 9/8/2025
Training (first 4 weeks): 8am - 5pm ET (Mon-Fri)
Post Training: Day Shift: 10am -6pm ET (Mon-Fri) or Night Shift: 12pm-8pm ET (Mon-Fri)
Bilingual- English and French-Canadian fluency required.
The rationale for this requirement is rooted in our operation as a global organization that caters to a diverse client base, including both English and French speakers. To provide adequate support and ensure high-quality service for all our clients, it’s crucial for our employees occupying these roles to possess proficiency in English and French. This capability not only enhances communication with clients but also fosters stronger relationships and a deeper understanding of their needs.

Responsibilities:

• Efficient Application Login & Availability- Log into multiple business applications promptly and remain available during scheduled work hours, except during scheduled breaks. This includes systems like CRM, background check databases, call center technology, and communication tools like Outlook/Teams. Adherence to a strict schedule is required to meet customer needs.
• Managing Customer Interactions Across Channels- Respond to incoming customer contacts via chat, voice, email, and new communication channels as they are introduced. Use available controls to manage availability status, ensuring you are ready to assist when required.
• Effective Inquiry Handling & Issue Resolution- Determine the purpose of each contact through targeted questions, as no scripts are used. Interactions vary from rescheduling appointments to troubleshooting login issues. Each situation requires a tailored response, and solutions are provided based on the customer’s unique needs.
• Multi-tasking for Accurate Problem Resolution- Resolve customer issues quickly and accurately by utilizing information within various business applications, resources and FA-supported customer platforms. This involves navigating various systems, reviewing client-specific fact sheets for standard operating procedures, and account details, while efficiently navigating multiple screens and systems to retrieve relevant data, enter search queries, and mange tasks simultaneously, all in real-time, to resolve cases and document efficiently and accurately.
• Professional & Empathetic Communication- conduct all interactions with professionalism, maintaining a calm, polite, and empathetic tone. Explain the situation clearly and outline the steps you will take to address and help resolve the issue.
• De-escalation & Quality Control- Manage and de-escalate customer frustrations effectively. Calls are monitored for quality assurance and performance development, so agents must demonstrate professionalism under pressure and contribute to a positive customer experience.
• Accurate & Timely Documentation- Document all interactions in Company systems promptly and accurately. This includes capturing the reason for contact, details shared with clients or escalation teams, actions taken, resolutions, and necessary follow-ups. Tickets may need to be entered and assigned to other departments, who may also need to be contacted in real-time during the interaction. Additionally, screen captures may be required for case documentation. Ensure all documentation is completed during contact itself or within two minutes of contact closure to prepare and be ready for the next inquiry.
• Effective Internal Communication & Follow-up- Follow up with internal teams as needed by using email and case notes in the CRM. Ensure that all communications are clear, professional, and grammatically correct. Provide updates and resolutions based on customer interactions, including research or escalation details.
• Continuous Learning & Training- Participate in required training to enhance customer support and stay informed about system updates, product changes, and evolving customer needs and services. This may include online courses, live or virtual sessions, and review of reference materials sent by email to ensure compliance with FA’s processes and service standards. Given the frequent product and process updates, staying informed and developing skills may also require consulting the help/resource center to access the latest information and guidelines.
• Contributing to Knowledge Base & Improvement- Contribute to the company’s knowledge reference center by helping enhance resources for future cases. Share insights and promote content that aids customer service improvement across the organization.
• Work Pace and Performance Management- Manage your work pace and quality to meet performance goals, such as call volume, length of call, quality assurance scores, customer satisfaction, compliance with processes, confidentiality, and professionalism. Act on feedback from supervisors and performance metrics to continuously improve efficiency and effectiveness, ensuring adherence to company standards, regulatory requirements and best practices.

What You Will Need to be Successful:

• Two years of experience in customer-facing or knowledge delivery role preferred.
• Handle a high volume of customer contacts across various channels (phone, chat, email, etc.).
• Use multiple software applications and systems simultaneously with ease.
• Quickly assess customer needs and resolve issues efficiently.
• Communicate professionally and empathetically, both verbally and in writing.
• Document all customer interactions accurately and follow procedures closely.
• Willingness to learn new tools, processes, and adapt to changing customer needs.
• Maintain a calm, empathetic, and solution-focused demeanor in all situations.
• Demonstrate strong time management by handling tasks and applications efficiently.
• Multitask effectively in a fast-paced environment while ensuring high-quality service.
• Ensure attention to detail in all documentation to maintain accuracy and customer satisfaction.
• Adapt quickly to new systems, product updates, and changes in customer requirements.
• Collaborate with internal teams to share information and ensure timely issue resolution.
• Knowledge of common computer configurations and strong computer navigation skills.
• Prior experience with Microsoft Windows Operating Systems.

Other requirements for Remote support:

• For remote, you must have a dedicated workspace that is free from distractions and ensures privacy.
• Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment).
• All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
• This role routinely uses standard office equipment such as a computer, keyboard, and phone.

Responsibilities:

• Connexion efficace aux applications et disponibilité - Connectez-vous rapidement à plusieurs applications professionnelles et restez disponible pendant les heures de travail prévues, à l’exception des pauses programmées. Il s’agit notamment de systèmes tels que le CRM, les bases de données de vérification des antécédents, la technologie des centres d’appels et les outils de communication tels que Outlook/Teams. Le respect d’un calendrier strict est nécessaire pour répondre aux besoins des clients.
• Gestion des interactions avec les clients à travers les canaux - Répondez aux contacts clients entrants par le biais du chat, de la voix, du courrier électronique et des nouveaux canaux de communication au fur et à mesure qu’ils sont introduits. Utilisez les contrôles disponibles pour gérer le statut de disponibilité, en vous assurant que vous êtes prêt à aider en cas de besoin.
• Traitement efficace des demandes et résolution des problèmes - Déterminer l’objectif de chaque contact par des questions ciblées, car aucun script n’est utilisé. Les interactions varient de la reprogrammation de rendez-vous à la résolution de problèmes de connexion. Chaque situation nécessite une réponse adaptée, et les solutions sont fournies en fonction des besoins uniques du client.
• Multi-tâches pour une résolution précise des problèmes - Résoudre les problèmes des clients rapidement et avec précision en utilisant les informations contenues dans les diverses applications commerciales, les ressources et les plates-formes clients soutenues par l’AF. Cela implique de naviguer dans différents systèmes, d’examiner les fiches d’information spécifiques aux clients pour les procédures opérationnelles standard et les détails des comptes, tout en naviguant efficacement dans plusieurs écrans et systèmes pour récupérer les données pertinentes, entrer des requêtes de recherche et gérer les tâches simultanément, le tout en temps réel, pour résoudre les cas et les documents de manière efficace et précise.
• Communication professionnelle et empathique - Conduisez toutes vos interactions avec professionnalisme, en maintenant un ton calme, poli et empathique. Expliquez clairement la situation et décrivez les mesures que vous prendrez pour résoudre le problème.
• Désescalade et contrôle de la qualité - Gérer et désescalader efficacement les frustrations des clients. Les appels sont contrôlés à des fins d’assurance qualité et de développement des performances. Les agents doivent donc faire preuve de professionnalisme sous pression et contribuer à une expérience client positive.
• Documentation précise et opportune - Documenter rapidement et précisément toutes les interactions dans les systèmes de l’entreprise. Il s’agit notamment de saisir la raison du contact, les détails partagés avec les clients ou les équipes d’escalade, les actions entreprises, les résolutions et les suivis nécessaires. Il peut être nécessaire de saisir des tickets et de les attribuer à d’autres services, qui peuvent également être contactés en temps réel au cours de l’interaction. En outre, des captures d’écran peuvent être nécessaires pour la documentation du dossier. Veillez à ce que toute la documentation soit complétée pendant le contact lui-même ou dans les deux minutes qui suivent la fin du contact, afin d’être prêt à répondre à la prochaine demande.
• Communication interne efficace et suivi - Assurer le suivi des équipes internes si nécessaire en utilisant le courrier électronique et les notes de cas dans le CRM. Veiller à ce que toutes les communications soient claires, professionnelles et grammaticalement correctes. Fournir des mises à jour et des résolutions basées sur les interactions avec les clients, y compris les détails de la recherche ou de l’escalade.
• Apprentissage et formation continus - Participer à la formation requise pour améliorer le soutien à la clientèle et rester informé des mises à jour du système, des changements de produits et de l’évolution des besoins et des services des clients. Il peut s’agir de cours en ligne, de sessions en direct ou virtuelles, et de l’examen de documents de référence envoyés par courrier électronique pour garantir la conformité avec les processus et les normes de service de la FA. Étant donné les fréquentes mises à jour des produits et des processus, se tenir informé et développer ses compétences peut également nécessiter de consulter le centre d’aide/de ressources pour accéder aux dernières informations et lignes directrices.
• Contribuer à la base de connaissances et à l’amélioration - Contribuer au centre de référence des connaissances de l’entreprise en aidant à améliorer les ressources pour les cas futurs. Partager les idées et promouvoir le contenu qui aide à l’amélioration du service à la clientèle dans l’ensemble de l’organisation.
• Rythme de travail et gestion des performances - Gérer le rythme de travail et la qualité pour atteindre les objectifs de performance, tels que le volume d’appels, la durée des appels, les scores d’assurance qualité, la satisfaction des clients, le respect des processus, la confidentialité et le professionnalisme. Agir en fonction du retour d’information des superviseurs et des mesures de performance pour améliorer en permanence l’efficacité et l’efficience, en veillant à respecter les normes de l’entreprise, les exigences réglementaires et les meilleures pratiques