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Title

Customer Success Analyst (Transportation)  

About the Organization First Advantage is the world's largest provider of comprehensive background screening, identity and information solutions that give employers and housing providers access to trusted information for making faster, more accurate people decisions.

Leveraging our advanced global technology platform and customer service experts throughout the world, we build fully scalable, configurable screening programs that meet the unique needs of over 45,000 client organizations. Headquartered in Atlanta, GA. First Advantage has offices throughout North America, Europe and Asia.
 
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Description

Be a part of FA's exciting growth!  We are looking for an individual with DOT background to join our team!

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 for FA's Transportation Vertical. The Customer Success Associate needs to have attention to detail, a sense of urgency, and good communication skills both internally and externally. As they will be working with various sized clients, different Customer Success Managers, Sales Reps and/or members of the Operations team to maintain, build out and report to ensure customer satisfaction. DOT experience is a plus.

ESSENTIAL DUTIES AND RESPONSBILITIES:

  • Working on daily tasks in collaboration with the Customer Success Managers and Operations. Tasks will involve, migration related activities, current client work (QC, emails, etc), and special initiatives. 
  • 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/ DOT processing guidelines.
  • 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.
  • Obtain first-hand customer information and makes recommendations for improvements to products, services and reporting
  • Perform other duties as assigned by management
 
Position Requirements

EDUCATION: 
High School Diploma or GED, or equivalent

EXPERIENCE:

  • 3+ years of customer service experience, including direct interactions with external customers
  • Microsoft Office products (Outlook, PowerPoint, Word, and Excel)
  • Siebel or equivalent CRM system
  • Strong data analytics and problem solving skills
  • Ability to multi-task and manage daily assignments
  • Excellent written and verbal communication and interpersonal skills
  • Sense of urgency to meet client deadlines
  • Highly responsive and adaptable to evolving priorities
  • Ability to work and thrive in a dynamic team environment as well as act independently
  • Proficiency in Microsoft Office products (i.e. Outlook, Word, Excel, PowerPoint)
  • Organizational skills and strong attention to detail
  • Understanding of DOT regulations a plus

 

Working environment:
100 % remote

 
Full-Time/Part-Time Full-Time  
Position Customer Success Analyst  
Req Number SAL-21-00047  
Open Date 9/20/2021  
Location Remote  

This position is currently accepting applications.

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