As a Customer Experience Specialist, you will be in the front line of support, delivering high-quality service to our clients and their candidates across various communication channels including voice, chat, and email. You will manage multiple business applications, handle customer inquiries, and resolve issues efficiently and professionally. Providing timely solutions with an empathetic approach. This role requires effective multitasking, proficiency in business applications, and a customer-focused mindset to ensure seamless experience and satisfaction for all customers.
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. Adherence to a structured schedule meeting the established key performance indicators.
Proactive Customer Engagement- Respond proactively to inquiries from our high-value customers through various communication channels, including chat, voice, email, and new communication channels as they are introduced. Utilize available tools to effectively manage availability status, ensuring consistent, prompt, and exceptional assistance to clients.
Advanced Inquiry Management & Issue Resolution- Utilize your expertise to assess the purpose 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.
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. By doing so, you will ensure that customer satisfaction (CSAT) levels are met, 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.
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 escalation teams, 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.
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.
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.
Manage Work Pace and Quality - Utilize your extensive experience to effectively manage your work pace and maintain high-quality standards to meet and exceed performance goals. This includes achieving targets related to call volume, call duration, quality assurance scores, customer satisfaction, and strict compliance with processes. Always uphold confidentiality and professionalism. Actively engaged with feedback from supervisors and performance metrics 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.
Language Requirement As our operations serve a global and diverse client base, including both English and French speaking clients, this role requires proficiency in English in addition to French to support accurate communication, consistent service quality, and effective cross-regional operations.
Required Skills & Qualifications Fluency in English and French-Canadian is required, as this role will primarily involve working in the French-Canadian customer queue. Handle a high volume of customer contacts across various channels (phone, chat, email, etc.).



Use multiple software applications and systems simultaneously with ease. 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. Demonstrate solid time management by handling tasks and applications efficiently. 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/GED required.
Two years of experience in customer-facing or knowledge delivery role required. Preferred three to five years of customer-facing experience.
Working Environment Internet Requirements: All remote employees must have their computers hardwired to their internet connection and connected to a power source. A minimum internet speed of 120 Mbps download and 10 Mbps upload is required. 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 Gain hands-on experience in the growing field of pre-employment screening and HR services
Develop professional communication, investigative, and analytical skills
Work in a collaborative and supportive team environment
Make a meaningful impact by helping organizations hire with confidence
Grow your career with an industry-leading organization
Compensation & Benefits Starting wage: $23.589 per hour
Eligibility for the Company's Annual Incentive Bonus Plan
Comprehensive benefits package, including: Medical and dental coverage
Retirement savings plan (RRSP)
20 days of annual PTO for eligible full-time employees
Fully Remote
Additional wellness and employee benefits

Compensation is based on job-related skills, knowledge, experience, and market location, in accordance with applicable pay transparency and equal pay legislation.
Equal Employment Opportunities 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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📌 Bilingual Customer Experience Specialist/Spécialiste de l’expérience client (Quebec City)
🏢 Sterling Backcheck Canada
📍 Quebec City