Bilingual Associate Customer Experience Specialist / Spécialiste bilingue de l'expérience clien[...]

First Advantage; Quebec; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading background check service provider is seeking a Bilingual Associate Customer Experience Specialist for a remote position in Canada. You will deliver high-quality service across various channels while managing customer inquiries and resolving issues. The role requires bilingual proficiency in French Canadian and English, with an emphasis on empathy, multitasking, and effective communication. Excellent salary and benefits included.

Qualifications

• Two years of experience in a customer-facing or knowledge delivery role.
• Ability to communicate professionally and empathetically, both verbally and in writing.
• Willingness to learn new tools, processes, and adapt to changing customer needs.

Responsibilities

• Log into multiple business applications promptly and remain available during scheduled work hours.
• Respond to incoming customer contacts via chat, voice, and email.
• Determine the purpose of each contact and provide tailored solutions without relying on scripts.

Skills

Bilingual communication

Empathy

Multitasking

Time management

Problem solving

Tools

Microsoft Windows

CRM systems

Job description

Job Description

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

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.

What You’ll Do

As a Bilingual Associate Customer Experience Specialist, you will be on 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 a 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 from home requires internet speeds that support the FA systems; a minimum download speed of 120 Mbps and 10 Mbps upload are required. Computers must be hard wired to a router (we provide equipment). 100% remote, Canada based.

Responsibilities

• Efficient Application Login & Availability – Log into multiple business applications promptly and remain available during scheduled work hours.
• Managing Customer Interactions Across Channels – Respond to incoming customer contacts via chat, voice, email, and new communication channels as they are introduced.
• Effective Inquiry Handling & Issue Resolution – Determine the purpose of each contact and provide tailored solutions without relying on scripts.
• Multitasking for Accurate Problem Resolution – Resolve customer issues quickly by navigating multiple systems and documenting accurately.
• Professional & Empathetic Communication – Conduct all interactions with professionalism, maintaining a calm, polite, and empathetic tone.
• De‑escalation & Quality Control – Manage and de‑escalate customer frustrations; calls are monitored for quality assurance.
• Accurate & Timely Documentation – Document all interactions promptly and precisely in company systems.
• Effective Internal Communication & Follow‑up – Follow up with internal teams using email and case notes in the CRM.
• Continuous Learning & Training – Participate in required training, stay informed about system updates and evolving customer needs.
• Contributing to Knowledge Base & Improvement – Help enhance resources for future cases.
• Work Pace and Performance Management – Meet performance goals such as call volume, quality assurance scores, and compliance with processes.

What You Will Need to be Successful

• Two years of experience in a customer‑facing or knowledge delivery role.
• Handle a high volume of customer contacts across various channels.
• Use multiple software applications and systems simultaneously with ease.
• Quickly assess customer needs and resolve issues efficiently.
• Communicate professionally and empathetically, both verbally and in writing.
• Document all customer interactions accurately and follow procedures closely.
• Willingness to learn new tools, processes, and adapt to changing customer needs.
• Maintain a calm, empathetic, and solution‑focused demeanor.
• Demonstrate strong time management and multitask effectively.
• Adapt quickly to new systems, product updates, and changes.
• Collaborate with internal teams to share information and resolve issues.
• Knowledge of common computer configurations and strong navigation skills.
• Prior experience with Microsoft Windows operating systems.
• For remote support: a dedicated workspace free from distractions and ensuring privacy.

Why First Advantage is Your Next Big Career Move

We are 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 guide our agile teams and clients through meaningful changes. We value all our candidates, employees, and clients and place great emphasis on hiring and supporting qualified individuals in each role.

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!

Equal Opportunity

First Advantage is a proud equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, 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.

Version française

Nous recherchons un Spécialiste bilingue de l'expérience client au Canada. Il s'agit d'un poste à distance, depuis votre domicile. Le candidat doit résider et être autorisé à travailler au Canada, et parler couramment le français canadien et l'anglais. Bilinguisme requis : anglais et français canadien.

Chez First Advantage (Nasdaq : FA), les personnes sont au cœur de tout ce que nous faisons. De nos clients et partenaires à notre plus grand atout, nos membres d'équipe. Fonctionnant avec empathie et compassion, First Advantage favorise une main‑d'œuvre mondiale inclusive, dévouée à la diversité des voix qui composent nos talents et nos produits. Les membres de notre équipe s'encouragent mutuellement à être eux-mêmes et traitent tout le monde avec respect, intégrité et équité.

Découvrez une carrière enrichissante et rejoignez l'un des principaux fournisseurs de solutions de vérification des antécédents essentielles à la mission de certaines des marques les plus reconnues du classement Fortune 100 et Global 500.

Ce que vous ferez : En tant que Spécialiste associé en expérience client, vous serez en première ligne pour fournir un service de haute qualité à nos clients et à leurs candidats par le biais de divers canaux de communication, y compris la voix, le chat et le courrier électronique. Vous gérerez plusieurs applications commerciales, traiterez les demandes des clients et résoudrez les problèmes de manière efficace et professionnelle. Vous fournirez des solutions rapides avec une approche empathique. Ce poste requiert une bonne capacité à effectuer plusieurs tâches à la fois, une bonne maîtrise des applications commerciales et un état d'esprit axé sur le client afin d'assurer une expérience sans faille et la satisfaction de tous les clients.

Tout le personnel travaillant à distance doit être filmé pendant toutes les sessions de formation, y compris les séances d'orientation des nouveaux employés et les réunions avec les dirigeants et les clients. Le travail à domicile nécessite une connexion Internet suffisamment rapide pour prendre en charge les systèmes FA ; une vitesse de téléchargement minimale de 120 Mbps et une vitesse de chargement minimale de 10 Mbps sont requis. Les ordinateurs doivent être connectés à un routeur par câble (nous fournissons l'équipement). 100 % à distance - Basé au Canada.

Date de début prévue : TBD. Formation (4 premières semaines) : 8 h - 17 h (heure de l'Est) (du lundi au vendredi). Après la formation : Équipe de jour : 10 h - 18 h (heure de l'Est) (du lundi au vendredi) ou Équipe de nuit : 12 h - 20 h (heure de l'Est) (du lundi au vendredi). Maîtrise bilingue de l'anglais et du français canadien requise.