Associate Customer Experience Specialist (Canada)

Fadv; Canada; Remote; CAD 45,000 - 65,000; Full time

Job summary

A leading provider of background screening solutions is seeking an Associate Customer Experience Specialist for a remote position in Canada. In this role, you'll provide outstanding support to clients via various channels, ensuring timely resolutions and maintaining professionalism. Ideal candidates will have a strong customer service focus, excellent multitasking abilities, and a commitment to empathetic communication. Join a dynamic team that values diversity and is committed to empowering individuals for success.

Benefits

Remote work flexibility

Additional benefits for eligible employees

Qualifications

• Two years of customer-facing experience preferred.
• Ability to use multiple applications simultaneously.
• Strong attention to detail in documentation.

Responsibilities

• Deliver high-quality service across communication channels.
• Resolve customer inquiries and provide timely solutions.
• Document interactions accurately and follow procedures.

Skills

Customer service

Multitasking

Communication

Problem solving

Empathy

Education

High school diploma

Tools

CRM systems

Microsoft Windows OS

Job description

We are seeking an Associate Customer Experience Specialist in Canada. This is a Remote work-from-home position, and the individual must reside and be authorized to work in 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 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 on the front line of support, delivering high-quality service to 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 supporting FA systems; a minimum download speed of 120 Mbps and 10 Mbps upload is required. Computers must be hardwired to a router (we provide equipment).

100% remote - Canada Based.

Scheduled Start Date: 9/8/2025

Training (first 4 weeks): 8 am - 5 pm ET (Mon-Fri)

Post Training: Day Shift: 10 am - 6 pm ET (Mon-Fri) or Night Shift: 12 pm - 8 pm ET (Mon-Fri)

Responsibilities:

• Efficient Application Login & Availability: Log into multiple business applications promptly and remain available during scheduled work hours, except during breaks. Includes systems like CRM, background check databases, call center technology, Outlook/Teams. Adherence to schedule is required.
• Managing Customer Interactions Across Channels: Respond to inquiries via chat, voice, email, and new channels. Manage availability status to assist when needed.
• Effective Inquiry Handling & Issue Resolution: Determine contact purpose through targeted questions, without scripts. Handle various situations from rescheduling to troubleshooting login issues, providing tailored solutions.
• Multi-tasking for Accurate Problem Resolution: Resolve issues quickly by navigating multiple systems, reviewing client-specific info, and documenting efficiently and accurately in real-time.
• Professional & Empathetic Communication: Maintain professionalism, calmness, politeness, and empathy. Clearly explain situations and steps taken.
• De-escalation & Quality Control: Manage and de-escalate customer frustrations. Calls are monitored for quality assurance and performance development.
• Accurate & Timely Documentation: Document interactions promptly and precisely, including contact reasons, actions, resolutions, and follow-ups, ideally during contact or within two minutes of contact closure.
• Internal Communication & Follow-up: Use email and CRM notes to follow up with internal teams, ensuring clear, professional, and grammatically correct communication.
• Continuous Learning & Training: Participate in training to improve support skills and stay updated on systems, products, and customer needs.
• Knowledge Base Contribution & Improvement: Help enhance resources for future cases and share insights for service improvement.
• Work Pace & Performance Management: Manage work pace and quality to meet performance goals, acting on feedback and metrics for continuous improvement.

What You Will Need to be Successful:

• Two years of customer-facing or knowledge delivery experience preferred.
• Handle high volume of contacts across channels.
• Use multiple applications and systems simultaneously with ease.
• Quickly assess needs and resolve issues.
• Communicate professionally and empathetically.
• Document interactions accurately and follow procedures.
• Willingness to learn new tools and adapt.
• Maintain a calm, empathetic, and solution-focused demeanor.
• Strong time management and multitasking skills.
• Attention to detail in documentation.
• Adapt quickly to new systems and updates.
• Collaborate effectively with internal teams.
• Knowledge of common computer configurations and navigation skills.
• Experience with Microsoft Windows OS.
• High school diploma required.

Other Remote Support Requirements:

• Dedicated workspace free from distractions.
• Internet speeds supporting company systems; minimum 120 Mbps download, 10 Mbps upload.
• All remote employees must be on camera for training and meetings.
• Use standard office equipment such as a computer, keyboard, and phone.

Why First Advantage is Your Next Big Career Move

We are undergoing a technology transformation and seek experts excited to work with advanced technologies, provide top user experiences, and support scalable solutions and agile teams.

Additional benefits are available for eligible employees.

What Are You Waiting For? Apply Today!

Tell us about yourself by applying now! We value diversity and are an equal opportunity employer, supporting all qualified individuals without discrimination.