Customer Account Specialist

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. 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.

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.

About First Advantage

First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.

Headquarter in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.

What You'll Do

The Customer Account Specialist (CAS) liaises with First Advantage's Small Business accounts and various internal departments such as Sales, Operations, Service, Product, and Billing. This individual establishes and maintains effective customer relationships and gains trust and respect. They will ensure that the client relationship and customer satisfaction remain a competitive advantage for First Advantage.

The CAS helps transition customers from the sales and implementation process into the support phase. CAS is responsible for fostering relationships with any of the customers supported by the team. Individual clients are not assigned to specific CRS, as any team member can assist any customer. CAS fosters relationships with customers and provides them with timely value propositions. This propels customers to grow and achieve goals while simultaneously strengthening their relationship with the business.

Responsibilities

• Timely Case Management & Inquiry Resolution - Complete all case management-related inquiries assigned within the Salesforce platform while adhering to established service levels. Ensure that all customer interactions are handled efficiently and effectively.
• Salesforce Account Monitoring & Maintenance - Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records. Maintain accurate and up-to-date information to support seamless case management.
• Proactive Customer Communication - Provide timely follow-up to customers, keeping them informed about the progress of their requests. Ensure that all communications are clear, professional, and empathetic.
• Report Delivery & SLA Compliance - Ensure that reports and information requests are delivered on time, meeting service level agreements (SLAs). Keep relevant case information updated within Salesforce to facilitate accurate reporting.
• Collaboration with Sales Team - Identify and collaborate with the sales team on leads to contribute to the organization’s overall revenue generation and growth. Foster strong relationships to enhance sales opportunities.
• Account Retention Management - Maintain account retention targets by developing and nurturing relationships with key decision-makers. Ensure customer satisfaction and loyalty through effective engagement strategies.
• Customer Feedback & Product Improvement - Obtain first-hand customer information and make recommendations for improvements to products and services. Actively seek feedback to drive enhancements.
• Relationship Development - Identify and develop multi-level relationships with key decision-makers to ensure retention and relationship stability. Leverage these relationships to support business objectives.
• Product Expansion Proposals - Propose additional products and services to expand the organization’s footprint within existing accounts. Identify opportunities for upselling and cross-selling.
• Leadership Collaboration on Product Enhancements - Identify and partner with the leadership team on any product gaps and/or enhancements. Collaborate to ensure that customer needs are met effectively.
• Additional Duties as Assigned - Perform other duties as assigned by management, demonstrating flexibility and a willingness to support team objectives.
  
  

What You Will Need To Be Successful

• Proven experience in case management or customer service roles.
• Proficiency in Salesforce or similar CRM platforms.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Excellent problem-solving skills and attention to detail.
• Experience in sales support or account management is a plus.
• Ability to build and maintain relationships with key stakeholders.
• Strong analytical skills to assess customer needs and recommend solutions.
• Ability to work collaboratively within a team environment.
• Flexibility to adapt to changing priorities and business needs.
• Proficiency in creating and delivering PowerPoint presentations to effectively communicate ideas and information to various audiences.
• High proficiency in standard MS Office applications (Outlook, Word, Excel & PowerPoint).
  
  

What You May Need To Be Successful

• High School Graduate
• Minimum of 2 years of call center or related experience preferred.
• Familiarity with productivity software, CRM systems and other call center technologies preferred. Salesforce CRM experience is a plus.
• 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 a computer, keyboard, and phone.
  
  

Why Join Us at First Advantage?

At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.

First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development.

• Employee Impact Groups
• FA Cares volunteer opportunities
• Mentorship Advantage Program
• SOAR, award-winning manager development program
  
  

Additional Benefits Offered Include

• Competitive Salary Package
• HMO Benefits
• Free mental health consultation
• Hybrid work set up
  
  

Please note that a valid NBI clearance is required for external candidates. External candidates must ensure it is available as soon as possible to avoid delays in the hiring process. This requirement does not apply to internal (IJP) candidates.

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!

We have great people here and are looking for more. Come join us!

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Equal Employment Opportunities at First Advantage

First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.

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