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Client Support Representative

El Cajon, CA, USA Req #362
Wednesday, March 25, 2020
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 Overview: Provides a high level of customer service for respective accounts’ drug, alcohol, background screening and related services. Responds to various inquiries and requests within the framework of established client service policies
 
A Day in the Life:
  • You will answer incoming phone calls and emails to answer customer questions, respond to inquiries, clarifies procedures and gives directions. 
  • You will contribute to the achievement of the client support team.  
  • You will research information and makes outbound calls as needed.  
  • You will assist clients with navigation/training in a proprietary data management system.
  • You may assist with new account and user set ups (Admin/Inex/VIP systems) and new account user training. 
  • You will participate in audits and reconciles imports (pending list, duplicate records, supervisors missing linked records).  
  • You will be responsible for compliance with Federal and Controlled substance programs meeting Dept of Transportation and client required substance abuse, background screening and related standards.
  • You will quickly resolve client issues regarding data reporting and applicable procedures. 
  • You may input information, update notes, update and retrieve data using multiple proprietary data management systems to provide a timely response to the client.
  • You may assist clients and new employees with collection site locations. 
  • You may need to chase/track test results and process test issues. 
  • You may issue certification letters/certificates for random test results or third-party compliance.
  • You will meet company performance standards, follows protocol, tracks information and escalates potential issues. 
  • You will prepare a variety of routine reports for clients.
  • You will recognize and escalate urgent issues to the Team Lead(s), Client Account Manager or other departments as needed to ensure the highest level of customer service.
  • You will maintain knowledge of Department of Transportation drug testing concepts, policies, procedures and requirements. 
  • You will research contract terms for customers as needed.
  • You will perform select duties as defined by the Client Account Manager.
Our Ideal Candidate:
  • Has previous Customer Service or Call Center experience.
  • Is proficient at using Microsoft Office programs (Word, Excel, PowerPoint and Outlook).
  • Has excellent customer service practices, while speaking clearly when providing information.
  • Has the ability to navigate computer applications while speaking with clients and applicants.
  • Has the initiative to answer incoming telephone calls and make outbound calls to assist existing customers.
  • Has the ability to solve problems quickly and adapt in a fast-paced environment.
  • Is an active listener that demonstrates a friendly, upbeat disposition working with others.
  • Is bilingual English/Spanish (preferred).
  • Has a high school diploma (required); or two (2) years of customer service experience; or related associate degree and/or four (4) years of customer service experience (preferred).

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

  • Pay Type Hourly
  • El Cajon, CA, USA