The Customer Success Analyst acts as a liaison to First Advantage's large screening accounts and various internal departments such as Sales, Operations, and Billing. The Customer Success Analyst ensures that service level agreements (SLA's) are met or exceeded and that the customer service satisfaction score (CSAT) for an account is maintained at a minimum of 4.75. This individual establishes and maintains effective relationships with customers and gains their trust and respect. He/she ensures that the client relationship and customer satisfaction remain a competitive advantage for First Advantage. Additionally, the Customer Success Analyst will be responsible for contacting Employers, Institutions, and Applicants in order to verify that what is submitted on a job application is accurate.
Bring your talent and skill to a place where you are a true, contributing member of a high-functioning team, working for a global leader in the industry.
ESSENTIAL DUTIES AND RESPONSBILITIES:
- Perform report research and analysis for internal and external customers. Ensure that reports and information requests are delivered on time and that SLA's are met. Monitor, enter, update, and close Service Center tickets.
- Provide and maintain in-depth working knowledge of all client verifications processing guidelines.
- Research documentation provided by applicant as well as contacting institutions and companies to obtain verifications using a professional and courteous tone at all times.
- Communicate effectively and efficiently while obtaining verification information over the phone.
- Manage incoming and outgoing calls for Education, Employment, and Licensing Verifications while maintaining effective documentation for all calls handled.
- Provide quality assurance and data review of information obtained for verifications.
- Verify the accuracy of customer billing and identify aging invoice issues. Identify root causes and remedies for billing inaccuracies and make adjustments as required.
- Prepare, analyze, and determine trends for monthly account reviews. Ensure that client fact sheets are kept current and relevant. Create a program overview outline document for all assigned accounts.
- Identify and generate sales leads in order to contribute to FADV's overall revenue generation, account retention, and growth. If applicable, generate no less than one sales lead per month. Maintain account retention at no less than 90%, with a target retention rate of 100% for assigned based.
- Obtain first-hand customer information and makes recommendations for improvements to products and services.
- Deliver departmental and customer training as required. Create tools and job aids to ensure that customer needs are met.
- Perform other duties as assigned by management
JOB QUALIFICATIONS:
Experience
Required:
- 3+ years of customer service experience, including direct interactions with external customers
Education
Required:
- High School Diploma or GED, or equivalent
Other Knowledge, Skills and Abilities
Required knowledge of:
- Microsoft Office products (Outlook, PowerPoint, Word, and Excel)
- Siebel or equivalent CRM system
Other skills:
- Ability to multi-task and manage daily assignments
- Ability to handle stressful, rapidly changing situations involving large customers
- Ability to simultaneously handle multiple customer requests and deadlines
- Excellent verbal and written communication skills
- Good problem solving and analytical skills
- Sense of urgency to meet client expectations
- Ability to thrive in a dynamic team environment, as well as act independently