Representative I, Customer Service - Remote Eligible

Customer Service Representative

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

We are looking for a Customer Service Representative that 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 GED
• 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.
• Proficiency in Microsoft Office programs (Word, Excel, PowerPoint and Outlook)
• 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.
• Fluency in Spanish to include read, write and speak (preferred).

Benefits

• Personal and Sick Paid Time Off.
• 401k with a highly competitive match.
• 11 Paid Holidays.
• Medical/Dental and Vision.
• Group Life Insurance, HSA/FSA.
• Employee Assistance Program.
• Educational Assistance Program.

Training Schedule

Mon - Fri 8:00 am to 5:00 pm CST

Work Schedule

Monday - Friday to fall within our Hours of Operation 7:00 am – 7:00 pm CST

Physical Requirements

While performing the duties of this job the employee is regularly required to speak, hear, have close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Walk (occasionally), sit- up to 8hrs. a day, stand (occasionally), use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms, able to lift-up to 15lbs. (occasionally). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Pay Range

$16.00 - $17.50

EOE/M/F/Vet/Disability