Client Support Representative (Hybrid/Remote Local in Philadelphia, PA Work Opportunity)

2800 Black Lake Pl, Philadelphia, PA 19154, USA ● Philadelphia, PA, USA Req #949
Saturday, June 18, 2022
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

Work Schedule: Monday through Friday 9:30AM- 6:00PM
Training will be in office  

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. 

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.

Other details

  • Job Family Representative
  • Job Function Operations
  • Pay Type Hourly
  • Travel Required No
Location on Google Maps
  • 2800 Black Lake Pl, Philadelphia, PA 19154, USA
  • Philadelphia, PA, USA