USA (Remote)
DISA Global Solutions is an industry-leading safety and compliance solutions provider with customers across the Globe since 1986 and more than 1,200+ Team members across more than 30 locations. When you join the DISA Team, you join an industry leader that more than 30% of fortune 500 companies use. With a rich history of IT innovation, we have more than 55,000 customers and complete more than 10 million orders each year.
DISA is proud to be a “Top Workplaces” award winner across multiple locations in 2023. We offer competitive pay, a robust benefits package, and an exciting place to work. We have a collaborative and team-oriented culture with numerous opportunities for career advancement. We host monthly appreciation events, and our internal learning and development team provides the resources for employees to engage in continuing education and training.
Position Summary:
The Customer Service Representative I will deliver high-quality support to clients by handling inquiries, resolving issues, and ensuring a positive client experience through inbound and outbound calls, as well as through chat and email communications. This role requires strong communication skills, thorough knowledge of company systems, and adherence to performance and compliance standards.
Essential Functions:
- Answer high volume inbound Customer and Candidate calls through the call queue, as well as inquiries through email, and our ticketing system to ensure accurate and timely responses to all requests and queries.
- Maintain knowledge of Department of Transportation drug testing concepts, policies, procedures, and requirements
- Assists clients with training and navigation of DISAWorks®, a proprietary data management system.
- Utilizes multiple proprietary data management systems to provide a timely response to the client
- Quickly resolves client issues regarding data reporting and applicable procedures
- Recognizes and escalates urgent issues to the Client Account Representative and/or Client Accounts Manager or other departments as needed to ensure the highest level of customer service
- Meet and or exceed monthly metrics as assigned.
- Perform other duties as assigned.
Key Skills & Experience:
- High school diploma or equivalent
- 1 year of Call Center of Retail customer service experience preferred
- Excellent verbal and written communication skills, with the ability to clearly convey information to both clients and internal teams.
- Ability to handle multiple tasks and responsibilities simultaneously.
- High level of accuracy in documentation and data entry.
- Excellent problem-solving, with the ability to think out of the box, patience, empathy, and strong interpersonal skills.
Physical Working Conditions (ADA):
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Physical demands: While performing the duties of this job the employee is regularly required to talk, hear, walk, sit, stand, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms.
- Work Environment: The noise level in the work environment is moderate.
The pay range for this position is listed below. Your actual pay rate will vary based on: Geography, Skill-Set and applicable Local and State Pay Practices. Any questions, please contact our DISA Recruiting Team at Recruitment.Recruitment@disa.com.
Job Pay Range
$16.00-$17.50
