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

First Advantage; New Brunswick; Remote; CAD 40,000 - 60,000; Full time

Job summary

A leading background check service provider is looking for a Bilingual Associate Customer Experience Specialist. This remote position requires fluency in both English and French Canadian. You will provide high-quality support to clients across multiple channels and document interactions promptly, ensuring customer satisfaction. Ideal candidates will have customer service experience and strong multitasking abilities.

Benefits

Flexible working hours

Training and development opportunities

Equipment provided for remote work

Qualifications

• Two years of experience in a customer-facing or knowledge-delivery role is preferred.
• Proficiency in managing multiple applications and systems simultaneously.
• Ability to document customer interactions accurately and follow procedures.

Responsibilities

• Log into multiple business applications and manage customer interactions.
• Resolve customer issues efficiently through various channels.
• Document all interactions accurately and promptly.

Skills

Customer service skills

Multitasking

Problem-solving

Empathetic communication

Time management

Tools

CRM systems

Microsoft Windows

Job description

Overview

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

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 clients and their candidates across voice, chat, and email. You will manage multiple business applications, handle customer inquiries, and resolve issues efficiently and professionally. This role requires 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 at home requires internet speeds that support FA systems; a minimum download speed of 120 Mbps and 10 Mbps upload is required. Computers must be hard wired to a router (equipment provided).

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)

Bilingual – English and French-Canadian fluency required.

Rationale for bilingual requirement: The role supports a diverse client base including English and French speakers to provide adequate, high-quality service.

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. Adhere to a strict schedule to meet customer needs.
• Managing Customer Interactions Across Channels - Respond to incoming customer contacts via chat, voice, email, and new channels. Manage availability status to be ready to assist.
• Effective Inquiry Handling & Issue Resolution - Determine the purpose of each contact with targeted questions (no scripts). Interactions range from rescheduling appointments to troubleshooting login issues.
• Multi-tasking for Accurate Problem Resolution - Resolve issues quickly using information across various applications, review client-specific SOPs, and navigate multiple screens to retrieve data and document resolutions.
• Professional & Empathetic Communication - Maintain a calm, polite, and empathetic tone. Explain the situation and steps to resolve the issue.
• De-escalation & Quality Control - De-escalate customer frustrations; calls are monitored for QA and performance development.
• Accurate & Timely Documentation - Document all interactions promptly and accurately in company systems. Include reason for contact, actions taken, resolutions, and follow-ups. Complete 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 clear, professional communications and provide updates based on interactions.
• Continuous Learning & Training - Participate in required training and stay informed about system updates and product changes. Access resources as needed to ensure compliance with FA’s processes and service standards.
• Contributing to Knowledge Base & Improvement - Contribute to the knowledge base to improve future cases and share insights.
• Work Pace & Performance Management - Manage pace and quality to meet performance goals; act on feedback to improve efficiency and ensure compliance with standards.

What You Will Need to be Successful

• Two years of experience in a customer-facing or knowledge-delivery role (preferred).
• Handle a high volume of customer contacts across channels.
• Use multiple software applications and systems simultaneously.
• 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.
• Willingness to learn new tools and adapt to changing needs.
• Maintain a calm, empathetic, and solution-focused demeanor.
• Strong time management; multitask effectively in a fast-paced environment.
• Attention to detail in all documentation.
• Adapt quickly to new systems, product updates, and changing requirements.
• Collaborate with internal teams to ensure timely issue resolution.
• Knowledge of common computer configurations and strong computer navigation skills.
• Experience with Microsoft Windows operating systems.

Other requirements for Remote support

• Dedicated workspace free from distractions and privacy protections.
• Internet speeds that support company systems; min 120 Mbps download and 10 Mbps upload; computers hard-wired to a router (equipment provided).
• All remote employees must be on camera for all training sessions.
• Regular use of standard office equipment (computer, keyboard, phone).

Why First Advantage is Your Next Big Career Move

First Advantage is undergoing a technology transformation and seeks experts excited to work with advanced technologies to provide best-in-class user experiences and guide agile teams and clients through meaningful changes.

Additional benefits offered to eligible employees; details available on request.

What Are You Waiting For? Apply Today!

First Advantage is an equal opportunity employer. We value all candidates, employees, and clients and do not discriminate on protected characteristics under applicable law.

Version française - Version française du poste ci-dessus est disponible sur demande.