CSA

First Advantage Global operating Centre; United States; Remote; USD 60,000 - 85,000; Full time

Job summary

First Advantage is seeking a Customer Success Analyst to support daily tasks with the Customer Success Managers and Operations. You will handle migration-related activities, client work, and special initiatives, delivering timely reports and updates.

Responsibilities include performing data analysis, ensuring SLA targets, maintaining client verification guidelines, and preparing monthly reviews. Strong communication, organization, and independent work are essential.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years of customer service experience with external customers.
• Proficiency in Microsoft Office suite including Outlook, PowerPoint, Word and Excel.
• Experience with Siebel or Salesforce or equivalent CRM system.
• Strong analytical skills to interpret data and draw conclusions.

Responsibilities

• Collaborate with Customer Success Managers and Operations on daily tasks.
• Produce reports and ensure SLA targets are met; manage tickets.
• Maintain in-depth knowledge of client verifications and processing guidelines.
• Prepare monthly account reviews and trend analyses; update client fact sheets.
• Gather customer feedback and recommend product and reporting improvements.
• Deliver customer training and create tools to support customer needs.
• Perform other duties as assigned by management.

Skills

Customer service

Analytical skills

Communication

Organizational skills

Attention to detail

Multi-tasking

Independence

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Outlook

Microsoft PowerPoint

Microsoft Word

Microsoft Excel

Siebel

Salesforce

Job description

Essential Duties and Responsibilities

• Working on daily tasks in collaboration with the Customer Success Managers/Directorsand Operations. Tasks will involve, migration related activities, current client work (QC, emails, etc), and special initiatives.
• Perform report research and analysis for internal and external customers. Ensure that reports and information requests are delivered on time and that SLA’s are met. Monitor, enter, update, and close Service Center tickets.
• Provide and maintain in-depth working knowledge of all client verifications/processing guidelines.
• Prepare, analyze, and determine trends for monthly account reviews. Ensure that client fact sheets are kept current and relevant. Create a program overview outline document for all assigned accounts.
• Obtain first-hand customer information and makes recommendations for improvements to products, services, and reporting.
• Deliver departmental and customer training as required. Create tools and job aids to ensure that customer needs are met
• Perform other duties as assigned by management.

Job Qualification

• Bachelor’s degree or equivalent experience

What You May Need to be Successful

• Bachelor’s degree, or Equivalent work experience.
• 3+ years of customer service experience, including direct interactions with external customers.
• Microsoft Office products (Outlook, PowerPoint, Word, and Excel)
• Siebel, Salesforce or equivalent CRM system
• Strong analytical skills with the ability to interpret complex data sets and draw meaningful conclusions.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Organizational skills and strong attention to detail
• Ability to multi-task and manage daily assignments.
• Sense of urgency to meet client deadlines.
• Highly responsive and adaptable to evolving priorities.
• Ability to work and thrive in a dynamic team environment as well as act independently

We have great people here and are looking for more. Come join us!

Equal Employment Opportunities at First Advantage

First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.