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Client Support Representative

DISA Global Solutions is a fast-paced, growing company focused on providing safety and compliance solutions, which include drug and alcohol testing, background screening, occupational health screening, transportation compliance, and safety and substance abuse training. We are headquartered in Houston, Texas with over 800 employees. DISA has specialized in promoting workplace health and safety for over 25 years and has a strong market presence in the energy and transportation sector. We are IT innovators and developed one of the most advanced platforms to support our clients’ access to data.

DISA is highly committed to quality and service excellence. DISA employees are offered a competitive pay and benefits package and a fun and exciting place to work. We have a collaborative and team-oriented culture with numerous opportunities of career advancement. We offer monthly appreciation events and strive to provide a learning environment where each employee is encouraged to participate in continuing education and training.

Job Title: Client Support Representative Department: Client Services Reports to: Client Accounts Manager FLSA Status: Non-Exempt Position Summary: Provides excellent and prompt customer service by assisting clients with various inquiries and requests within the framework of established client service policies. Qualifications required: • High school diploma and two (2) years of corporate/retail customer service experience • Intermediate skill level in Microsoft Office Suite Qualifications desired: • University MRO’s proprietary web application experience • Has excellent Customer Service practices • Ability to solve problems quickly and adapt in a fast-paced environment • Ability to navigate computer applications while speaking with clients and applicants Essential functions and responsibilities: • Answers incoming phone calls and voice messages through the call center software • Contributes to the achievement of the client support team’s daily goal of having ninety percent (90%) adherence in the Call Center. • Provide assistance to clients with the use of University Services Web portal, a proprietary data management system, including but not limited to, providing designated employer representatives with access to the system, and supplying any other needed information to the client in a timely manner • Quickly resolves client issues with regard to data reporting and applicable procedures • Maintains knowledge of Department of Transportation drug testing concepts, policies, procedures, and requirements • Contributes to the achievement of the client support team’s daily goal of having 19 cases per hour completed in the Client Services Queue • Recognizes and escalates urgent issues to an Account Manager and/or Client Accounts Manager & Client Accounts Supervisor as needed to ensure the highest level of customer service • Contacts clients and/or collection sites when necessary to facilitate the receipt of all necessary forms for tests that will not merge through the system automatically • Processes forms related to various services received from clients, company and third-party facilities • Contacts clients, company, and/or third-party facilities to retrieve forms and gather missing data or correct erroneous data Working hours: Monday through Friday - 9:30 AM - 6:00 PM DISA is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.
Salary Range
$34,000.00 - 54,000.00
per Year
Salary range estimated by
Philadelphia, PA 19117, US