Remote Bilingual Customer Experience Specialist (EN/FR)

First Advantage; United States; Remote; CAD 38,000 - 53,000; Full time

Benefits offered by this job

Fully Remote

Medical & Dental

RRSP

20 days PTO

Annual Bonus Plan

Job summary

First Advantage is seeking a Customer Experience Specialist to be on the front line of support across voice, chat, and email, delivering high-quality service to clients and candidates.

You will manage multiple applications, respond to inquiries, resolve issues with empathy, and document interactions quickly and accurately for case management.

Fluency in English and French-Canadian is required to support our bilingual client base and uphold CSAT standards.

Qualifications

• Fluent in English and French-Canadian; bilingual is required.
• Experience in customer-facing roles with strong Communication.
• Proficient in navigating multiple applications and CRM systems.
• Capable of documenting interactions accurately and following procedures.

Responsibilities

• Efficient Application Login & Availability across multiple business applications (CRM, background check databases, call center tech, Outlook/Teams).
• Proactive Customer Engagement across chat, voice, email; manage availability and provide prompt assistance.
• Advanced Inquiry Management & Issue Resolution with strategic questioning; tailor solutions.
• Expert Multi-tasking to resolve issues using multiple systems and real-time data retrieval.
• Professional & Empathetic Communication to maintain CSAT and client satisfaction.
• De-escalation & Quality Assurance to maintain professionalism under pressure.
• Accurate & Timely Documentation of all interactions and case notes; escalate as needed.
• Internal Communication & Follow-up via email and CRM case notes.
• Continuous Learning & Training to stay updated on systems and processes.
• Contribution to Knowledge Base & Improvement across the organization.
• Manage Work Pace and Quality to meet performance targets and confidentiality.

Skills

Bilingual English/French-Canadian

Customer service

Multitasking

CRM proficiency

Documentation accuracy

Education

High school diploma or equivalent

Two years customer-facing experience

Tools

CRM platforms

Ticketing systems

Windows OS

Outlook/Teams

Job description

First Advantage is seeking a Customer Experience Specialist to be on the front line of support across voice, chat, and email, delivering high-quality service to clients and candidates.

You will manage multiple applications, respond to inquiries, resolve issues with empathy, and document interactions quickly and accurately for case management.

Fluency in English and French-Canadian is required to support our bilingual client base and uphold CSAT standards.