Strategic Concierge Specialist (US Remote)

First Advantage Global operating Centre; United States; Remote; USD 28,000 - 41,000; Full time

Benefits offered by this job

Remote work with travel

Medical, Vision, Dental coverage

401k with employer match

Employee Stock Purchase Plan (ESPP)

Paid time off and holidays

Growth opportunities

Job summary

First Advantage seeks a Strategic Concierge Specialist to oversee healthcare customers’ Concierge programs, ensuring service excellence, data tracking, and clear communication across internal and external stakeholders. This remote, U.S.-based role drives satisfaction and continuous improvement.

You will review orders, generate reports, lead customer meetings, coordinate with internal teams, troubleshoot issues, and ensure timely delivery of health screenings and related services.

Qualifications

• High School Diploma or GED required.
• Preferred: Associate degree or 2 years of relevant work experience.
• 2+ years of customer service or support experience, with a focus on performance management and operational efficiency.
• Strong written and verbal communication skills in English, with the ability to communicate clearly and professionally with internal teams and external customers.
• Dependable and punctual, with a proven track record of meeting deadlines and maintaining a strong work ethic.
• Ability to maintain confidentiality and handle sensitive customer information with discretion.

Responsibilities

• Proactively review open orders and their statuses for assigned customer(s), identifying and addressing potential bottlenecks or issues.
• Identify and report on trends and insights relevant to the performance and needs of customer(s) assigned.
• Lead customer-facing meetings to review open orders, provide updates, and prioritize next steps based on customer needs and feedback.
• Align internal Concierge teams with clear actions and next steps based on the outcomes or findings from customer interactions and reviews.
• Act as the primary escalation point for both external and internal customers related to assigned customer(s).
• Prepare customized reports to address customer needs, tracking key performance metrics and outcomes.
• Share information and insights with team members to ensure consistent knowledge sharing across the team.
• Serve as a liaison between team members and various departments to streamline processes and improve efficiency.
• Provide backup support to other functional areas within the Concierge team as needed.
• Make decisions based on established policies and procedures to ensure efficient operations and customer satisfaction.
• Facilitate tailored solutions for customers, including researching and coordinating with appropriate service providers or collection sites.
• Ensure smooth service delivery by managing and tracking applicant registrations and completion of required health and screening services.
• Handle data entry and management of laboratory results, physical examinations, and breath alcohol tests for customers and candidates.
• Troubleshoot and resolve technical issues related to service fulfillment and operational challenges, ensuring timely solutions for customer needs.

Skills

Customer service

Excel

Communication

Problem solving

Organizational skills

Attention to detail

Independent work

Team collaboration

Troubleshooting

Time management

Education

High School Diploma or GED

Associate degree preferred

Tools

MS Office Suite

CRM software

Data reporting tools

Job description

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.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What You’ll Do:

The Strategic Concierge Specialist is responsible for overseeing the performance of a HealthCare specific customer’s Concierge program, ensuring the delivery of solution-driven results and customer service excellence to both internal and external customers. This role involves supporting key areas such as research, reporting, data tracking, change management, and managing effective communication and information flow. The Strategic Concierge Specialist plays a vital role in ensuring smooth operations, driving customer satisfaction, and continuously improving service delivery.

This is a fully remote position (Work from Home) based in the United States.

Responsibilities:

• Proactively review open orders and their statuses for assigned customer(s), identifying and addressing potential bottlenecks or issues.
• Identify and report on trends and insights relevant to the performance and needs of customer(s) assigned.
• Lead customer-facing meetings to review open orders, provide updates, and prioritize next steps based on customer needs and feedback.
• Align internal Concierge teams with clear actions and next steps based on the outcomes or findings from customer interactions and reviews.
• Act as the primary escalation point for both external and internal customers related to assigned customer(s).
• Prepare customized reports to address customer needs, tracking key performance metrics and outcomes.
• Share information and insights with team members to ensure consistent knowledge sharing across the team.
• Serve as a liaison between team members and various departments to streamline processes and improve efficiency.
• Provide backup support to other functional areas within the Concierge team as needed.
• Make decisions based on established policies and procedures to ensure efficient operations and customer satisfaction.
• Facilitate tailored solutions for customers, including researching and coordinating with appropriate service providers or collection sites.
• Ensure smooth service delivery by managing and tracking applicant registrations and completion of required health and screening services.
• Handle data entry and management of laboratory results, physical examinations, and breath alcohol tests for customers and candidates.
• Troubleshoot and resolve technical issues related to service fulfillment and operational challenges, ensuring timely solutions for customer needs.

What You May Need to be Successful:

• Strong customer-focused mindset, with the ability to deliver exceptional service and manage customer expectations effectively.
• Excellent problem-solving and critical-thinking skills to address issues and find efficient solutions for customers.
• Advanced proficiency in Microsoft Office Suite, particularly Excel, for data analysis, reporting, and tracking customer performance.
• Strong organizational skills with the ability to prioritize tasks, manage multiple projects, and meet deadlines efficiently.
• Detail-oriented with a commitment to accuracy in data management, reporting, and communication.
• Ability to effectively communicate complex information to both internal teams and external customers, tailoring messages to meet specific needs.
• Proven ability to work independently while following established company or customer-specific procedures and guidelines.
• Highly adaptable to changing needs and priorities, demonstrating flexibility and proactive problem-solving.
• Self-motivated and goal-driven, with a strong sense of ownership over assigned responsibilities.
• Collaborative team player with the ability to build strong relationships with internal departments and external customers.
• Strong troubleshooting skills to resolve technical issues and ensure smooth service delivery.
• Ability to navigate and coordinate with various systems or software tools to manage customer orders and data effectively.

Additional Skills and Knowledge:

• High School Diploma or GED required.
  • Preferred: Associate degree in a related field or 2 years of relevant work experience.
• 2+ years of customer service or support experience, with a focus on performance management and operational efficiency.
• Strong written and verbal communication skills in English, with the ability to communicate clearly and professionally with internal teams and external customers.
• Dependable and punctual, with a proven track record of meeting deadlines and maintaining a strong work ethic.
• Ability to maintain confidentiality and handle sensitive customer information with discretion.

Why First Advantage is Your Next Big Career Move:

First Advantage is 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 smoothly guide our agile teams and customers through meaningful changes as we continue to expand our impact.

Additional benefits offered to our eligible people include:

• Ability to work remotely with occasional business travel.
• Medical, Vision, Dental, and supplementary benefit plans
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays
• Access to tech and growth opportunities, and leaders who want you to succeed!

More About Our Values Code

• Honor Honesty, Consistency, and Responsibility: Do the right thing
• Cultivate an environment of dignity: Show respect for the individual
• Take an Outside-In approach: Put the customer first
• Think out-of-the-box: Innovate and create
• Stay Team-Oriented: Collaborate and appreciate each other

The salary for this position is $25 an hour. This reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

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 value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of 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 area protected by applicable law.