Customer Service Professional

The Customer Service Representative establishes and maintains effective customer relationships, fostering trust and respect. They ensure that customer satisfaction remains a competitive advantage for the organization.

This role helps transition customers from sales and implementation into support. The representative is responsible for fostering relationships with customers, providing timely value propositions, and propelling customers to grow and achieve goals while strengthening their relationship with the business.

• Timely Case Management & Inquiry Resolution: Complete case management-related inquiries within established service levels, handling customer interactions efficiently and effectively.
• Salesforce Account Monitoring & Maintenance: Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records, maintaining accurate information for seamless case management.
• Proactive Customer Communication: Provide timely follow-up to customers, keeping them informed about request progress. Ensure clear, professional, and empathetic communication.
• Report Delivery & SLA Compliance: Deliver reports and information requests on time, meeting service level agreements (SLAs), and keep relevant case information updated in Salesforce for accurate reporting.
• Collaboration with Sales Team: Identify opportunities to collaborate with the sales team on leads, contributing to 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 recommend 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.

• 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.
• 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.

This role requires a dedicated workspace that is free from distractions and ensures privacy. Internet speeds must support Company systems; a minimum download speed of 120mps and 10mbps upload is required. Computers must be hard wired to a router (equipment provided). All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.

United States Equal Opportunity Employment:

First Advantage values diversity and inclusion in our hiring practices. We do not discriminate based on 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.