We are seeking a remote Associate Customer Care Representative located in Poland.
At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest asset — 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 recognised Fortune 100 and Global 500 brands.
We are seeking a Associate Customer Care Representative - Customer Care Representatives are responsible for providing the highest possible level of customer care to Frist Advantage clients and candidates. They work closely with our Operations and Account Management Teams to ensure First Advantage meets the expectations of its clients and delivers a ‘Total Customer Experience’. This role reports into a Customer Care Team Leader.
What We Do:
We are on the frontline of recruitment enabling organisations 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 global technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 33,000 clients across the world. Headquartered in Atlanta, GA and with an internationally distributed workforce spanning 19 countries with about 5,500 employees, First Advantage performs over 93 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
A successful Associate Customer Care Representative will have the following:
Responsibilities:
Respond to inbound enquiries via telephony and email from clients and candidates in a timely manner.

• Ensure that deadlines and Service Level Agreements are adhered to.
• Provide a high-quality level of customer care
• Take full ownership of all queries, providing a prompt resolution.
• Manage client and candidate expectations throughout the background screening process, through clear and professional communication.
• Consistently achieve individual targets and contributes positively to team goals.
• Follow the correct escalation paths to liaise with Operational and Technical support teams.
• Thoroughly and accurately document all contacts in relevant systems.
• Recognize the wider impact of their role within the business.
• Contribute to the continuous improvement of systems, processes and procedures.
• Support the Customer Care Team on ad hoc initiatives and projects.
• Work to achieve agreed annual goals in line with the performance management process.
• Work closely with line manager to maximize own strengths, improve weaknesses and support own career development.
• Complete mandatory, technical and on-the-job training as required to enhance skills and develop knowledge, including GDPR and privacy training.
• Operate in line with all policies and procedures.
• Ensure all data protection and privacy legislation is adhered too.
• Demonstrate Company Values and contributes to a positive culture

What You May Need to be Successful:

• Relevant experience of working in a Customer Care environment.
• A professional telephone manner and an exemplary level of customer service.
• Ability to communicate clearly verbally and in writing.
• Strong listening skills.
• Excellent time management and organizational skills.
• Strong attention to detail.
• Ability to collaborate within and across teams.
• A quick learner and enthusiastic about their own development.
• A high level of computer literacy and the ability to work in a Microsoft Office environment.
• Creative thinking and ability to use their own initiative.

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 clients through meaningful changes as we continue to expand our impact.
Our Culture Code

• Do the right thing (honesty, consistency, responsibility)
• Show respect for the individual (environment of dignity brings out potential)
• Put the client first (outside-in approach)
• Innovate and create (out-of-the-box thinking)
• Collaborate and appreciate one another (team-oriented)

What Are You Waiting For? Apply Today!
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!
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 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.

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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