Internal Solution Specialist

As an Internal Solution Specialist on the Global Customer Care team, you serve as the subject matter expert, providing essential support to the Care Experience, Customer Success, and internal Operations teams across all contact channels. Your role involves navigating seamlessly between various platforms to ensure a smooth and expert experience for every interaction. You are expected to deliver timely and effective solutions while demonstrating a deep understanding of both customer needs and the requirements of internal support roles, all while maintaining an empathetic approach. A strong customer and internal support-focused mindset, along with a proven track record in customer service, is essential for success in this position. 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 Internal Team Engagement- Respond proactively to inquiries from our high-value internal customer support or operations teams 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 via support.

• 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 via internal support teams.

• Expert Multi-tasking for Precise Issue Resolution- Leverage your advanced skills to swiftly and accurately resolve customer and internal support 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 customer experience specialists or internal support partners 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. (CSAT Scores may be relative to the Customer Experience teams only, and not direct to the Internal Solution Specialist, however they should be mindful of this employee experience and their performance outcomes at all times.)

• 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, either directly or via the case cloning process, thoroughly detailing the information shared with clients, internal support or escalation teams, and documenting the actions taken, resolutions achieved, knowledge documents or processes shared, 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. This may include upward feedback to direct or lateral leaders.

• 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. This is for both inbound customer experience calls, as well as assigned queue work that must be voluntarily assigned. 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.

REQUIRED SKILLS & QUALIFICATION

• Demonstrated ability to handle a high volume of internal customer care or support 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 internal care and internal support needs and resolve issues efficiently.

• Communicate professionally and empathetically, both verbally and in writing.

• Document all internal care and support interactions accurately and follow procedures closely.

• Willingness to learn new tools, processes, and adapt to change to internal support needs, including providing feedback. This may include off queue duties such as role shadowing, training mentor, SME for client escalation.

• Maintain a calm, empathetic, and solution-focused demeanor in all situations.

• 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.

• Willingness to proactively offer feedback and understanding of data reporting.

• Willingness to participate in coordination with Workforce Management (WFM) and leaders in queue closing procedures.

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 4+ years’ experience within First Advantage or relevant work experience

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 a computer, keyboard, and phone.

• Occasional travel may be required for training and team events.

• The role requires night shift work and only open to ACTIVE employees of First Advantage

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.