**Responsibilities**:
- Open and conduct all conversations professionally and with empathy.
Customer Care Representatives must remain calm, listen carefully, be polite, explain reasons for the current situation and what s/he/they will be doing to help resolve this issue.
- De-escalation of client frustration is a key responsibility of the agent.
Calls are randomly monitored by supervisors for quality control and employee development/training purposes
- Document all information gathered, and actions performed during the customer care interaction (the call) in the relevant FA systems.
This includes the reason for the call, information shared, the resolution, escalation to the appropriate teams, and follow-up activities needed.
Tickets may need to be logged and assigned to other departments, such as Operations or Information technology.
These departments may need to be reached during the call as well (real time).
This may also include helping the caller capture computer screen images that can be added/uploaded to the documentation.
This documentation activity occurs during the call itself and shortly after.
Complete information must be entered into various systems within 90 seconds to 2 minutes after the call closes in order to take the next call.
- The Associate Customer Care Representative also contributes to knowledge content in the reference center that supports continued enrichment of online resources that helps to resolve support cases while promoting the value of this content to all customer
- Manage pace and quality of work to meet goals.
Make changes to improve based on feedback from supervisors or performance metrics that are tracked and shared (e.g.,



number of calls per day, length of call, quality assurance scores for accuracy, customer satisfaction scores, compliance with process, confidentiality, and professionalism, etc.).
- Share the voice of the customer through appropriate channels to ensure all parts of the organization benefit and have the actionable information needed to drive business decisions.
**What You Will Need to be Successful**:
- High school diploma/GED required.
College degree preferred.
- 2 or more years' experience in customer-facing or knowledge delivery role is preferred
- Knowledge of common computer configuration.
- Strong computer navigation skills.
**Other Knowledge, Skills, Abilities or Certifications**:
- Communicate in a clear and concise manner.
- Ability to work in a logical flow to isolate causes of problems and determine potential solutions
- Ability to multi-task (type notes into appropriate systems while assisting customers via phone; work within multiple screens and platforms while assisting customers and/or researching issues.)
- Ability to effectively prioritize and perform multiple tasks in a dynamic, fast-paced environment.
- Ability to quickly connect with people, establish a rapport, express empathy, and project confidence.




- Ability to work collaboratively in a team environment.
- Bilingual/Spanish language skills preferred.
- Prior experience with Microsoft Windows Operating Systems and ISPs required and prior Customer Care and/or background services work related experience preferred.
**Working Environment**:
This is an on-site role (Mexico only).
First Advantage provides all the equipment but employees are encouraged to have a hard wire internet connection and must have internet speed to sustain multiple systems.
**Travel Requirements**:
As the role requires employees to be on-site, the offices they will be attending to are in** **_C.
Monte Elbruz 124, Polanco, Lomas de Chapultepec III Secc, Miguel Hidalgo, ***** Ciudad de México, CDMX._
**Why First Advantage is Your Next Big Career Move**
First Advantage is going through a technology transformation!
We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we expand our impact.
We are happy to share information on additional benefits offered to our eligible people.
**More About Our Values Code**
- Honor, Honesty, Consistency, and Responsibility: Do the right thing.
- Cultivate an environment of dignity: Show respect for the individual
- Take an Outside-In approach: Put the client first
- Think out-of-the-box: Innovate and create
- Stay Team-Oriented: Collaborate and appreciate each other
United States Equal Opportunity Employment:
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📌 Associate Customer Care- (Ciudad De Mexico Only) (Xico)
🏢 First Advantage
📍 Xico