Client Support Representative (Remote Work Opportunity)

10900 Corporate Centre Dr Suite 250, Houston, TX 77041, USA ● Virtual Req #930
Friday, May 6, 2022
Job Title: Client Support Representative (Remote Work Opportunity)
Reports to: Customer Service Manager, Transportation
Department: DTC Customer Service  
Location: Transportation Locations/Remote

Job Summary: Provides excellent and prompt customer service by assisting clients with various inquiries and requests within the framework of established client service policies.

Job Duties: 
• Answers incoming phone calls and emails utilizing Cisco and Microsoft Dynamics reporting tools.
• Contributes to the achievement of the client support team’s KPI’s and project goals. 
• Assists clients with navigation/training in DISA360. 
• Utilizes multiple proprietary data management systems to provide a timely response to the client
• Quickly resolves client issues regarding data reporting and applicable procedures 
• Maintains knowledge of Department of Transportation drug testing concepts, policies, procedures, and requirements
• Recognizes and escalates urgent issues to the Lead CSR or Customer Service Manager or other departments as needed to ensure the highest level of customer service
• Meets KPI’s for monthly audit scorecard and review
• Performs select duties as defined by the Customer Service Manager
• Based on the Customer Service Manager’s request, CSR I’s might often be asked to assist with departmental and new hire training.  

Job Duties % (must equal 100%):
Average % of time split among daily duties
Responsibility

30% Answers incoming phone calls and emails utilizing Cisco and Microsoft Dynamics reporting tools.  Contributes to the achievement of the client support team’s daily goal of having ninety percent (90%) adherence in the Call Center. Assists clients with navigation/training in DISA360. 


20% Quickly resolves client issues regarding data reporting and applicable procedures. Utilizes multiple proprietary data management systems to provide a timely response to the client

20% Meets KPI’s for specified goals and continuous improvement
 
10% 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
 
10% Maintains knowledge of Department of Transportation drug testing concepts, policies, procedures, and requirements
 
10% Performs select duties as defined by the Customer Service Manager and/or Lead CSR

Essential Requirements:
• DISA360 system experience
• Previous Customer Service or Call Center experience
Required Education: 
• High school diploma and two (2) years of corporate/retail customer service experience.
• Intermediate skill level in Microsoft Office Suite
• Excellent Customer Service practices
• Ability to solve problems quickly and adapt in a fast-paced environment
Preferred Education:
• CRM experience 

Travel %:   None

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.

Overtime: None

Exempt Status: Non-Exempt

Company Information: DISA Global Solutions is an industry-leading safety and compliance solutions provider. These include drug and alcohol testing, background screening, occupational health screening, transportation compliance, and more. DISA has been servicing customers across the U.S. and Canada since 1986 and employs more than 800 team members across 30 locations.
 
Our entire team is committed to high quality and customer service excellence. When you join the DISA family, you join an industry leader that more than 27% of fortune 500 companies use. With a rich history of IT innovation, DISA has developed some of the most advanced platforms in our industry. These platforms support more than 40,000 customers and complete more than 6 million orders each year. 

DISA offers a collaborative and team-oriented culture with monthly appreciation events, as well as competitive pay, a robust benefits package, and an exciting place to work. Our internal learning and development team also provides the resources for employees to engage in continuing education and training, paving the way for numerous opportunities for career advancement. 


Other details

  • Job Family Representative
  • Job Function Operations
  • Pay Type Hourly
  • Travel Required No
Location on Google Maps
  • 10900 Corporate Centre Dr Suite 250, Houston, TX 77041, USA
  • Virtual