Job Description

Accepting Internal Applicants Only!
The Escalation Solution Specialist (ESS) plays a crucial role in managing customer escalations by receiving, evaluating, and responding to inquiries in a timely manner. As a subject matter expert (SME) in our systems and tools, the ESS interacts with customers through phone and email to provide effective resolutions to escalation issues raised by both customers and internal partners.
This position is responsible for enhancing each customer's relationship with First Advantage. Support is primarily delivered by email and occasionally via phone, or at client meetings. Each escalation is unique in that there are no scripts to follow. Success in this role requires strong organizational skills, to detail, effective time management, solid decision-making, keen problem-solving skills, and excellent communication. This role must be able to work independently and think outside the box to resolve complex inquiries.
Responsibilities:

• Efficient Application Login & Availability- Demonstrate proficiency in promptly logging into and navigating multiple business applications, ensuring consistent availability during scheduled work hours, except for designated breaks. This includes utilizing systems such as CRM platforms, background check databases, call center technology, and communication tools like Outlook and Teams. This role requires being logged in and available during these hours except for during scheduled breaks. This role has schedule requirements to meet customer needs.
• Proactive Customer Engagement- Respond proactively to inquiries from our high-value customers through various communication channels, email, voice, Teams meetings, and new communication channels as they are introduced. Utilize available tools to effectively manage availability status, ensuring consistent, prompt, and exceptional assistance to clients. Additional support tools such as reports, databases, call recording systems may be utilized.
• Advanced Inquiry Management & Issue Resolution- Utilize your expertise to assess the purpose, as well as root cause of each customer interaction through strategic questioning, as this role does not rely on scripted responses. You will handle a diverse range of inquiries, from rescheduling appointments to troubleshooting complex login issues. Each situation demands a customized approach, and you will deliver solutions that are specifically tailored to meet the unique needs of our valued customers. Root cause analysis summaries or RCAs documented may be required of some interactions.
• Expert Multi-tasking for Precise Issue Resolution- Leverage your advanced skills to swiftly and accurately resolve customer issues by utilizing information from a variety of business applications, resources, and supported customer platforms. This role requires adept navigation of multiple systems, thorough review of client-specific fact sheets for standard operating procedures and account details, and the ability to efficiently manage numerous screens and tasks simultaneously. You will conduct real-time data retrieval, execute search queries, and document resolutions with precision to ensure effective case management.
• Professional & Empathetic Communication- Engage in all interactions with the utmost professionalism, consistently maintaining a calm, courteous, and empathetic demeanor. Clearly articulate the situation to customers and outline the specific steps you will take to address and resolve their issues. Consistent communication is expected to be provided, and updates or outreach to customers may be expected, even when the ESS is waiting for an internal resolution. By doing so, you will ensure that customer satisfaction is achieved, making customers feel heard and supported throughout the process.
• De-escalation & Quality Assurance - Effectively manage and de-escalate customer frustrations with a focus on maintaining professionalism. Must have demonstrated experience maintaining professionalism under pressure and provide positive customer experience. ESS owned cases should not be seeking additional answers elsewhere.
• Accurate & Timely Documentation- Leverage extensive experience in documenting all interactions within company systems with exceptional promptness and accuracy. This involves meticulously capturing the reason for contact, thoroughly detailing the information shared with clients or leadership, and documenting the actions taken, resolutions achieved, and any necessary follow-ups. Proficiently enter and assign tickets to other departments, ensuring seamless communication in real-time during interactions as needed. Additionally, utilize expertise in case documentation by incorporating screen captures when required. It is crucial to complete all documentation either during the interaction or within two minutes of its closure, ensuring you are fully prepared and poised for the next inquiry. Specific documentation requests for tracking purposes may be introduced and may vary based on reporting needs.

• Effective Internal Communication & Follow-up- Follow up with internal teams as needed by using email and case notes in the CRM. Ensure that all communications are clear, professional, and grammatically correct. Provide updates and resolutions based on customer interactions, including research or escalation details. Complete additional projections as requested. This includes updates to occur by planned coverage of cases during time off.

• Continuous Learning & Training- Participate in required training to enhance customer support and stay informed about system updates, product changes, and evolving customer needs and services. This may include online courses, live or virtual sessions, and review of reference materials sent by email to ensure compliance with FA's processes and service standards. Given the frequent product and process updates, staying informed and developing skills may also require consulting the help/resource center to access the latest information and guidelines.
• Contributing to Knowledge Base & Improvement- Contribute to the company's knowledge reference center by helping enhance resources for future cases. Share insights and promote content that aids customer service improvement across the organization. Identifying process gaps and assisting in resolving or offering solutions are key to the role.
• Manage Work Pace and Quality - Utilize your extensive experience to effectively manage your work pace and maintain high-quality standards to meet and exceed customer experience expectations. This includes achieving targets related to service levels, average speed to answer, quality assurance scores, customer satisfaction, and strict compliance with processes. Always uphold confidentiality and professionalism. Actively engaged with feedback from supervisors/managers/account support teams to drive continuous improvement in both efficiency and effectiveness. Adhere to company standards, regulatory requirements, and best practices will be instrumental in delivering exceptional service and results. Additional performance goals or measurements may be introduced to the role at any point in time.

Required Skills:

• Demonstrated ability to handle a high volume of customer contacts across various channels (phone, chat, email, etc.).
• Exhibited skill in using multiple software applications and systems simultaneously with ease.
• Displayed effectiveness on ability to quickly assess customer needs and resolve issues efficiently.
• Communicate professionally and empathetically, both verbally and in writing.
• Document all customer interactions accurately and follow procedures closely.
• Willingness to learn new tools, processes, and adapt to changing customer needs.
• Maintain a calm, empathetic, and solution-focused demeanor in all situations.
• Ability to quickly connect with people, establish a rapport, express empathy, and project confidence.
• Ability to work collaboratively in a team environment, this includes planning time off.
• Ability to work unsupervised and determine one's own resolution path for the customer if it is not yet defined.
• Confirmed aptitude in time management by handling tasks and applications efficiently.
• Showcased ability to multitask effectively in a fast-paced environment while ensuring high-quality service.
• Ensure attention to detail in all documentation to maintain accuracy and customer satisfaction.
• Adapt quickly to new systems, product updates, and changes in customer requirements.
• Collaborate with internal teams to share information and ensure timely issue resolution.
• Knowledge of common computer configurations and strong computer navigation skills.
• Prior experience with Microsoft Windows Operating Systems.

Education & Experience:

• High school diploma or equivalent required.
• This role is intended to be performance-based skill progression through the Customer Experience Specialist role.
• Demonstrated 5+ years' experience within First Advantage or relevant work experience
• Screening Direct platform experience required

Working Environment:

• For remote or hybrid positions, you must have a dedicated workspace that is free from distractions and ensures privacy.
• Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment).
• All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
• This role routinely uses standard office equipment such as computers, keyboards, phones.
• Based in the Mumbai/Bangalore

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.