Customer Service Representative

Job Description

At PrintScan "A First Advantage Company", people are at the heart of everything we do. This mindset spans from our customers and partners, to our greatest strength: our team members. Join us if you want to say “hello” to a rewarding career, and pave the way as an industry leader in mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What We Do:

We are on the frontline of recruitment enabling organizations to Hire Smarter. Onboard Faster™ First Advantage is an HR Tech company delivering innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 30,000 clients. Headquartered in Atlanta, GA and with an internationally distributed workforce spanning 17 countries with about 5,000 employees, First Advantage performs over 100 million screens in over 200 countries and territories annually.

Who You Are:

You are self-motivated and ready to “roll up your sleeves." While you are an independent contributor, you are also collaborative. You can spearhead a project and see it through from start to completion.

As a team player, you navigate cross-functional teams and work well with team members in other business units and departments toward a common goal.

An Innovator — you see gaps in current processes or workflows as an opportunity to improve and try something new.

A lifelong learner and always seeking out opportunities to learn and upskill, you understand the importance of thorough and secure screenings and are interested in the Human Capital sector and the confluence of people, process, and technology.

What You'll Do

The Customer Care Representative consists of interacting with customers to provide accurate information in response to inquiries about products or services and to handle and resolve complaints. Provides support and general liaison between clients and partner locations. The Customer Support Specialist will also assist with answering phone calls, schedule appointments, support office visitors/team members, and complete administrative duties such as filing, typing, copying, binding, scanning, mailing, etc. The Customer Support Specialist will handle, and complete requests/documents required by clients as per company security policies. In addition disseminate reports and documents in a secure manner for all fingerprinting partners, programs, products, and services.

Check to ensure that appropriate changes were made to resolve customers' problems

Answering phone calls and emails in a timely manner

Provide real-time scheduling support by scheduling appointments and assisting clients via phone and email

Exhibits polite and professional communication in person and via phone, e-mail, and mail

Carries out administrative duties such as generating reports, electronic and physical filing, typing, copying, binding, scanning, and mailing

Ensure all emails disseminated to clients are accurate, secure, and encrypted as needed

Screening phone calls and routing callers to the appropriate department or team member

Resolve customers' service or billing complaints by performing activities such as refunding money and adjusting services as needed

Obtain and examine all relevant information to assess validity of complaints and to determine possible causes

Supports operations and sales teams by performing tasks related to organization and strong communication

Provides information to clients and team members by answering questions and requests

Maintains supplies inventory by checking stock to determine inventory level, anticipating needed supplies, placing, and expediting orders for supplies

Anticipate the needs of clients and team members to ensure a seamless and positive client experience

Contributes to team effort by accomplishing related tasks and responsibilities

Generates reporting and provides to appropriate department for processingWhat You May Need to be Successful:

Experience working in customer service related position

Proficient speaking in English

Spanish is a plus!

Administrative Writing Skills

Microsoft Office Skills

Knowledge of current and legally binding contractual language and terminology

Ability to identify, analyze, and suggest solutions for problems, customer complaints, and client concerns

Clear adherence to company policies and security rules and regulations

Good organization skills and the ability to multitask on several projects simultaneously

This position will report onsite to our offices located in Hicksville, NYWhy 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 clients through meaningful changes as we continue to expand our impact.

Additional benefits offered to our eligible people include:

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 8 paid company holidays

You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

United States Equal Opportunity Employment:

First Advantage is proud to remove 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 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.

Work Location – Hicksville, NY

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.

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