We are seeking an _**_Bilingual _**_Associate Customer Experience Specialist _**_in Mexico. This is a _Remote _work from home position, and individual is required to reside and be authorized to work in Mexico. _
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. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.
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 Integral 500 brands.
**What You’ll Do**:
All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients. Working at home requires internet speeds that can support the FA systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment)
100% remote
- **Mexico Based.**
**Bilingual in both English and Spanish**: reading, writing and speaking.
**Scheduled Start Date**:Tentative 9/16/2025
**Training (first 4 weeks)**:8am - 5pm ET (Mon-Fri)
**Post Training**:10:00AM- 8:00PM ET (Mon
- Fri)
**Responsibilities**:
- ** Effective Inquiry Handling & Issue Resolution-**Determine the purpose of each contact through targeted questions, as no scripts are used. Interactions vary from rescheduling appointments to troubleshooting login issues. Each situation requires a tailored response, and solutions are provided based on the customer's unique needs.




- ** Professional & Empathetic Communication-** conduct all interactions with professionalism, maintaining a calm, polite, and empathetic tone. Explain the situation clearly and outline the steps you will take to address and help resolve the issue.
- ** De-escalation & Quality Control-**Manage and de-escalate customer frustrations effectively. Calls are monitored for quality assurance and performance development, so agents must demonstrate professionalism under pressure and contribute to a positive customer experience.
- ** Accurate & Timely Documentation-** Document all interactions in Company systems promptly and accurately. This includes capturing the reason for contact, details shared with clients or escalation teams, actions taken, resolutions, and necessary follow-ups. Tickets may need to be entered and assigned to other departments, who may also need to be contacted in real-time during the interaction. Additionally, screen captures may be required for case documentation. Ensure all documentation is completed during contact itself or within two minutes of contact closure to prepare and be ready for the next inquiry.
- ** 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.




- ** Work Pace and Performance Management-**Manage your work pace and quality to meet performance goals, such as call volume, length of call, quality assurance scores, customer satisfaction, compliance with processes, confidentiality, and professionalism. Act on feedback from supervisors and performance metrics to continuously improve efficiency and effectiveness, ensuring adherence to company standards, regulatory requirements and best practices.
**What You Will Need to be Successful**:
- 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.
- 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.
**Other requirements for Remote support**:
- Two years of experience in customer-facing or knowledge delivery role preferred.
- For remote, 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 rou

📌 Bilingual Associate Customer Experience Specialist (Mexico) (México)
🏢 First Advantage
📍 México