Associate Customer Experience Specialist

Job Description

At reputed company (reputed company: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — reputed company members. Operating with reputed company and compassion, reputed company fosters a global inclusive workforce devoted to the diverse voices that reputed company up our talent and products. reputed company members reputed company each other to be their authentic selves and treat reputed company with respect, reputed company, 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 You'll Do: As an Associate Customer Experience Specialist, you will be in the reputed company 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 reputed company and professionally. Providing timely solutions with an empathetic approach. This role requires effective multitasking, proficiency in business applications, and a customer-focused reputed company to ensure seamless experience and satisfaction for reputed company customers. Shift Timing: Estimated Start Date: Mid to late July Training Schedule: Monday - Friday 8:00am - 5:00pm ET Post Training Schedule: Monday - Friday, must be flexible between 8:00am - 8:00pm ET 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 reputed company 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 reputed company chat, voice, email, and new communication channels as they are introduced. Use available controls to manage availability status, ensuring you are ready to assist reputed company 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 reputed company 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 reputed company navigating multiple screens and systems to retrieve relevant data, enter search queries, and mange tasks simultaneously, reputed company in real-time, to resolve cases and document reputed company and accurately. Professional & Empathetic Communication- conduct reputed company interactions with professionalism, maintaining a reputed company, 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 reputed company 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-reputed company. 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 reputed company documentation is completed during contact itself or reputed company 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 reputed company communications are clear, professional, and grammatically correct. Provide updates and resolutions based on customer interactions, including research or escalation details. reputed company 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 reputed company & 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. reputed company 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: 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 reputed company. Communicate professionally and empathetically, both verbally and in writing. Document reputed company customer interactions accurately and follow procedures closely. Willingness to learn new tools, processes, and adapt to changing customer needs. Maintain a reputed company, empathetic, and solution-focused demeanor in reputed company situations. Demonstrate strong time management by handling tasks and applications reputed company. Multitask effectively in a fast-paced environment while ensuring high-quality service. Ensure attention to detail in reputed company 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 reputed company Windows Operating Systems. Education & Experience: High school diploma/GED required. (US requirement only) Two years of experience in customer-facing or knowledge delivery role preferred. Working Environment: For remote or hybrid positions, 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). reputed company remote employees must be on camera for reputed company 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. Why reputed company is Your Next Big Career Move: reputed company 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 experience, 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! What Are You Waiting For? Apply Today! You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now! The salary for this position is approximately $18 USD per hour. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers reputed company the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process. We have great people here and are looking for more. Come join us! Follow us: Facebook Instagram reputed company X YouTube Equal Employment Opportunities at reputed company reputed company is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at reputed company are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national reputed company, reputed company, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law. Apply To This Job