Customer Success Associate (PHILIPPINES Remote)

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.

Responsibilities:

• Working on daily tasks in collaboration with the Customer Success Managers and Operations. Tasks will involve, migration related activities, current client work (QC, emails, etc), and special initiatives. Including and not limited to issues related to verifications, criminal, drug & health screenings, order creation, finance and specific rush orders.
• Perform report research and analysis for internal and external customers. Ensure that reports and information requests are delivered on time and that SLA's are met. Monitor, enter, update, and close Service Center tickets.
• Provide and maintain in-depth working knowledge of all client verifications/processing guidelines. • Prepare, analyze, and determine trends for monthly account reviews. Ensure that client fact sheets are kept current and relevant. Create a program overview outline document for all assigned accounts
• Obtain first-hand customer information and makes recommendations for improvements to products, services, and reporting. • Perform other duties as assigned by management

What You May Need to be Successful:

• High School Diploma or GED, or Equivalent work experience.
• 3+ years of customer service experience, including direct interactions with external customers
• Microsoft Office products (Outlook, PowerPoint, Word, and Excel)
• Siebel, Salesforce or equivalent CRM system
• Strong analytical skills with the ability to interpret complex data sets and draw meaningful conclusions.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Organizational skills and strong attention to detail
• Ability to multi-task and manage daily assignments and handle high volume phone and email support.
• Sense of urgency to meet client deadlines.
• Highly responsive and adaptable to evolving priorities.
• Ability to work and thrive in a dynamic team environment as well as act independently.

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.  

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.