Bilingual Associate Customer Experience Specialist

Overview

We are seeking a Bilingual Associate Customer Experience Specialist in Canada. This is a Remote work from home position, and the individual is required to reside and be authorized to work in Canada and be fluent in French Canadian and English.

Bilingual - English and French-Canadian fluency required.

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 You’ll Do

As a 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 120 Mbps and 10 Mbps upload is required. Computers must be hard wired to a router (We provide equipment).

100% remote-Canada Based.

Scheduled Start Date: 10/22/2025
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)

Responsibilities

- Efficient Application Login & Availability - Log into multiple business applications promptly and remain available during scheduled work hours, including systems like CRM, background check databases, call center technology, and 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 channels as they are introduced. Manage availability status to be ready to assist when required.

- Effective Inquiry Handling & Issue Resolution - Determine the purpose of each contact through targeted questions. Interactions vary from rescheduling appointments to troubleshooting login issues, with solutions based on the customer’s needs.

- Multi-tasking for Accurate Problem Resolution - Resolve customer issues quickly and accurately by using information across various business applications and FA-supported platforms, navigating multiple screens and systems, and documenting the actions taken.

- Professional & Empathetic Communication - Conduct all interactions with professionalism, maintaining a calm, polite, and empathetic tone. Explain the situation and outline steps to address and resolve the issue.

- Désescalade & Quality Control - De-escalate customer frustrations effectively. Calls are monitored for quality assurance and performance development.

- Accurate & Timely Documentation - Document all interactions promptly and accurately in company systems, including reasons for contact, actions taken, resolutions, and follow-ups. Maintain documentation during contact or within two minutes of contact closure.

- Effective Internal Communication & Follow-up - Follow up with internal teams via email and case notes in the CRM. Ensure communications are clear, professional, and grammatically correct.

- Continuous Learning & Training - Participate in required training to stay informed about system updates, product changes, and evolving customer needs. Access the latest information through available resources as needed.

- Contributing to Knowledge Base & Improvement - Contribute to the knowledge base to improve resources for future cases and share insights to aid service improvement.

- Work Pace & Performance Management - Manage work pace and quality to meet performance goals and comply with company standards and regulatory requirements.

What You Will Need to be Successful:

- Two years of experience in a customer-facing or knowledge-delivery role (preferred).

- Ability to handle a high volume of customer contacts across channels (phone, chat, email, etc.).

- Ability to use multiple software applications and systems simultaneously.

- Quickly assess customer needs and resolve issues efficiently.

- Professional and empathetic communication, both verbally and in writing.

- Accurate documentation of all customer interactions and adherence to procedures.

- Willingness to learn new tools and adapt to changing needs.

- Calm, empathetic, solution-focused demeanor; strong time management and multitasking in a fast-paced environment.

- Attention to detail in documentation to maintain accuracy and customer satisfaction.

- Adapt quickly to new systems and product updates.

- Collaborate with internal teams to share information and ensure timely issue resolution.

- Knowledge of common computer configurations and strong navigation skills; experience with Microsoft Windows.

Other requirements for Remote support:

- Dedicated workspace free from distractions and privacy.

- Internet speeds supporting company systems; minimum download speed 120 Mbps and 10 Mbps upload. Computers must be hard wired to a router (equipment provided).

- All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.

- Standard office equipment such as a computer, keyboard, and phone.

Why First Advantage is Your Next Big Career Move

First Advantage is undergoing a technology transformation. We seek experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive scalable solutions, and guide agile teams and clients through meaningful changes as we expand our impact. Additional benefits are available to eligible employees; please ask for details.

Details in French

Contents below reflect the French section of responsibilities and requirements.

Responsibilities:

- Connexion efficace aux applications et disponibilité - Connectez-vous rapidement à plusieurs applications professionnelles et restez disponible pendant les heures prévues, y compris les CRM, bases de données de vérification des antécédents, technologies de centres d'appels et outils de communication (Outlook/Teams).

- Gestion des interactions avec les clients - Répondez aux contacts clients entrants via chat, voix, courriel et nouveaux canaux; gérez le statut de disponibilité.

- Traitement efficace des demandes et résolution - Déterminez l'objectif de chaque contact et fournissez des solutions adaptées.

- Multi-tâches pour résolution - Résoudre les problèmes rapidement en utilisant diverses applications et plates-formes et documenter les actions.

- Communication professionnelle et empathique - Maintenir un ton professionnel et empathique; expliquer les étapes à suivre.

- Désescalade et contrôle de la qualité - Gérer les frustrations et assurer la qualité des appels.

- Documentation exacte et opportune - Documenter rapidement et précisément les interactions dans les systèmes; compléter la documentation lors du contact ou peu après.

- Communication interne et suivi - Suivre avec les équipes internes via email et notes de cas dans le CRM.

- Apprentissage et formation continus - Participer à la formation requise et se tenir informé des mises à jour.

- Contribuer à la base de connaissances - Aider à améliorer les ressources pour les cas futurs.

- Rythme de travail et gestion des performances - Gérer le rythme et la qualité pour atteindre les objectifs.

Required:

- La maîtrise du français-canadien est requise.

- Traiter un volume élevé de contacts via divers canaux.

- Utiliser plusieurs applications et systèmes simultanément.

- Évaluer rapidement les besoins des clients et résoudre les problèmes.

- Communiquer professionnellement et avec empathie.

- Documenter avec précision toutes les interactions et respecter les procédures.

- Volonté d’apprendre de nouveaux outils et de s’adapter.

- Garder un comportement calme et axé sur la solution.

- Bonne gestion du temps et multitâche dans un environnement rapide.

- Attention aux détails dans la documentation.

- S’adapter rapidement à de nouveaux systèmes et mises à jour.

- Collaborer avec les équipes internes pour une résolution rapide.

- Connaissance des configurations informatiques courantes et navigation efficace; expérience Windows.

- Diplôme d’études secondaires requis.

- Deux ans d’expérience dans un rôle de contact clientèle ou de transmission.

Autre:

- Opportunités égalité d’emploi et respect des lois en vigueur.

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