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

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

Job summary

A leading background screening solutions provider is seeking a Bilingual Associate Customer Experience Specialist in Canada. This remote position requires fluency in English and French Canadian, with responsibilities including managing customer inquiries and providing high-quality support across various channels. Ideal candidates will have prior customer service experience, strong multitasking abilities, and effective communication skills.

Qualifications

• Two years of experience in a customer-facing role.
• Ability to handle a high volume of customer contacts.
• Proficiency in using multiple software applications.

Responsibilities

• Deliver high-quality service to clients and candidates.
• Respond to customer inquiries across various channels.
• Resolve customer issues effectively and efficiently.
• Document interactions accurately in company systems.

Skills

Bilingual – English and French-Canadian fluency

Customer service experience

Time management

Multi-tasking skills

Job description

Overview

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.

From First Advantage (Nasdaq: FA), we put people at the heart of everything we do. We are a leading provider of mission-critical background screening solutions to Fortune 100 and Global 500 brands, embracing an inclusive, global workforce and a culture of empathy, integrity, respect, 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 multiple 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 can 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: TBD
• 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.
• The rationale for this requirement is rooted in our operation as a global organization that caters to a diverse client base, including both English and French speakers.

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. Use available controls to manage availability status, ensuring you are ready to assist when required.
• Effective Inquiry Handling & Issue Resolution: Determine the purpose of each contact through targeted questions; interactions range from rescheduling appointments to troubleshooting login issues. Provide tailored solutions based on the customer’s needs.
• Multi-tasking for Accurate Problem Resolution: Resolve customer issues quickly and accurately by using information within various business applications, resources, and FA-supported platforms. Navigate multiple screens to retrieve data, enter search queries, and manage tasks in real time.
• Professional & Empathetic Communication: Maintain a calm, polite, and empathetic tone; explain the situation clearly and outline the steps to address and resolve the issue.
• De-escalation & Quality Control: Manage and de-escalate customer frustrations; calls are monitored for quality assurance and performance development.
• Accurate & Timely Documentation: Document all interactions in company systems promptly and accurately, including reason for contact, details shared with clients or escalation teams, actions taken, resolutions, and follow-ups. Tickets may be entered and assigned to other departments. Screen captures may be required for documentation. 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 communications are clear, professional, and grammatically correct; provide updates and resolutions based on customer interactions.
• Continuous Learning & Training: Participate in required training to enhance customer support and stay informed about system updates, product changes, and evolving customer needs. This may include online courses, live or virtual sessions, and reviewing reference materials sent by email.
• Contributing to Knowledge Base & Improvement: Contribute to the company’s knowledge base to improve resources for future cases and promote content that aids customer service improvement.
• Work Pace & Performance Management: Manage work pace and quality to meet performance goals (e.g., call volume, call length, QA scores, customer satisfaction, compliance, confidentiality, professionalism). Act on feedback from supervisors and metrics to improve efficiency and ensure adherence to standards.

What You’ll 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 various channels (phone, chat, email, etc.).
• Ability to 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 closely.
• Willingness to learn new tools and processes and adapt to changing needs.
• Maintain a calm, empathetic, and solution-focused demeanor in all situations.
• Strong time management and the ability to multitask in a fast-paced environment.
• Attention to detail in all documentation to ensure accuracy and customer satisfaction.
• Adapt quickly to new systems and product updates.
• Collaborate with internal teams to share information and resolve issues in a timely manner.
• Knowledge of common computer configurations and strong computer navigation skills; prior experience with Microsoft Windows OS.

Other Requirements for Remote Support

• Dedicated, distraction-free workspace with privacy.
• Internet speeds sufficient to support company systems; minimum 120 Mbps download and 10 Mbps upload; wired connection (equipment provided).
• All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
• Routine use of standard office equipment (computer, keyboard, phone).

Why First Advantage is Your Next Big Career Move

First Advantage is undergoing a technology transformation. We seek experts excited to work with advanced technologies and to 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 offered to eligible employees; please ask for details.

What Are You Waiting For? Apply Today!

Tell us about yourself by applying now. If you think this position and our company match your interests and expertise, submit your application today.

First Advantage is an equal opportunity employer. We value all candidates, employees, and clients and do not discriminate on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other protected status.

Version française

Nous recherchons un Spécialiste bilingue de l'expérience client au Canada. Poste à distance. 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.

United States Equal Opportunity Employment: First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We are an equal opportunity employer and do not discriminate on 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 protected status.