Customer Account Specialist

June 22, 2026

Other Jobs To Apply

No other job posts for this day.

The Customer Account Specialist (CAS) liaises with First Advantage's Small Business accounts and various internal departments such as Sales, Operations, Service, Product, and Billing. This individual establishes and maintains effective customer relationships and gains trust and respect. They will ensure that the client relationship and customer satisfaction remain a competitive advantage for First Advantage.The CAS helps transition customers from the sales and implementation process into the support phase. CAS is responsible for fostering relationships with any of the customers supported by the team. Individual clients are not assigned to specific CRS, as any team member can assist any customer. CAS fosters relationships with customers and provides them with timely value propositions. This propels customers to grow and achieve goals while simultaneously strengthening their relationship with the business.Responsibilities:<ul><li>Timely Case Management & Inquiry Resolution - Complete all case management-related inquiries assigned within the Salesforce platform while adhering to established service levels. Ensure that all customer interactions are handled efficiently and effectively.</li><li>Salesforce Account Monitoring & Maintenance - Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records. Maintain accurate and up-to-date information to support seamless case management.</li><li>Proactive Customer Communication - Provide timely follow-up to customers, keeping them informed about the progress of their requests. Ensure that all communications are clear, professional, and empathetic.</li><li>Report Delivery & SLA Compliance - Ensure that reports and information requests are delivered on time, meeting service level agreements (SLAs). Keep relevant case information updated within Salesforce to facilitate accurate reporting.</li><li>Collaboration with Sales Team - Identify and collaborate with the sales team on leads to contribute to the organization’s overall revenue generation and growth. Foster strong relationships to enhance sales opportunities.</li><li>Account Retention Management - Maintain account retention targets by developing and nurturing relationships with key decision-makers. Ensure customer satisfaction and loyalty through effective engagement strategies.</li><li>Customer Feedback & Product Improvement - Obtain first-hand customer information and make recommendations for improvements to products and services. Actively seek feedback to drive enhancements.</li><li>Relationship Development - Identify and develop multi-level relationships with key decision-makers to ensure retention and relationship stability. Leverage these relationships to support business objectives.</li><li>Product Expansion Proposals - Propose additional products and services to expand the organization’s footprint within existing accounts. Identify opportunities for upselling and cross-selling.</li><li>Leadership Collaboration on Product Enhancements - Identify and partner with the leadership team on any product gaps and/or enhancements. Collaborate to ensure that customer needs are met effectively.</li><li>Additional Duties as Assigned - Perform other duties as assigned by management, demonstrating flexibility and a willingness to support team objectives.</li></ul>Required Skills & Qualifications:<ul><li>Proven experience in case management or customer service roles.</li><li>Proficiency in Salesforce or similar CRM platforms.</li><li>Strong communication and interpersonal skills.</li><li>Ability to manage multiple tasks and prioritize effectively.</li><li>Excellent problem-solving skills and attention to detail.</li><li>Experience in sales support or account management is a plus.</li><li>Ability to build and maintain relationships with key stakeholders.</li><li>Strong analytical skills to assess customer needs and recommend solutions.</li><li>Ability to work collaboratively within a team environment.</li><li>Flexibility to adapt to changing priorities and business needs.</li><li>Proficiency in creating and delivering PowerPoint presentations to effectively communicate ideas and information to various audiences.</li><li>High proficiency in standard MS Office applications (Outlook, Word, Excel & PowerPoint).</li></ul>Education & Experience:<ul><li>High school diploma/GED required. (US requirement only)</li><li>Minimum of 2 years of call center or related experience preferred.</li><li>Familiarity with productivity software, CRM systems and other call center technologies preferred. Salesforce CRM experience is a plus.</li></ul>Working Environment:<ul><li>For remote or hybrid positions, you must have a dedicated workspace that is free from distractions and ensures privacy.</li><li>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).</li><li>All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.</li><li>This role routinely uses standard office equipment such as a computer, keyboard, and phone.</li></ul>Schedule:Training Schedule: Monday - Friday 8am - 5:00pm ETPost Training Schedule:Monday - Friday between 8am – 8pm ET (US Hours). Shift is 8 hours and must be flexible within time frame.We have great people here and are looking for more. Come join us! Follow us:<ul><li><a href="https://www.facebook.com/FirstAdvantage1" target="_blank" rel="noopener noreferrer">Facebook</a></li><li><a href="https://www.instagram.com/first_advantage/" target="_blank" rel="noopener noreferrer">Instagram</a></li><li><a href="https://www.linkedin.com/company/first-advantage" target="_blank" rel="noopener noreferrer">LinkedIn</a></li><li><a href="https://twitter.com/firstadvantage" target="_blank" rel="noopener noreferrer">X</a></li><li><a href="https://www.youtube.com/user/FirstAdantage1" target="_blank" rel="noopener noreferrer">YouTube</a></li></ul>Equal Employment Opportunities at First Advantage First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...