Associate Customer Care

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.

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.