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Shared Services Representative (Customer Service)

Tustin, CA, USA Req #268
Tuesday, December 10, 2019
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: Handles a variety of applicant/employee customer and client services related to drug and alcohol testing and pre-employment physicals. Must be able to communicate with clients by phone and email while maintaining a high level of client satisfaction. Research problems and resolve errors in a timely manner. Ensures the complete accuracy of results processed through a proprietary information management system.
 

A Day in the Life:

  • You will receive calls and emails from applicants and employees.
  • You will maintain a high level of customer service and interaction, responding and resolving questions or concerns in a timely manner while following established protocols.
  • You will schedule appointments for annual medical requirements and pre-employment screenings.
  • You will review system information and paperwork for testing compliance with policy requirements.
  • You will ensure that all pre-employment testing is either completed or we receive a valid reason if not completed.
  • You will track down missing or overdue tests.
  • You will notify the client of extension requests or individual situations on an order.
  • You will walk applicants/employees through the process using VIP system.
  • You may assist with locating collection sites for applicants / employees.
  • You will create testing authorization forms when needed for retests.
  • You will monitor information received from third party vendors to detect and resolve errors.
  • You may coordinate with clinic representatives.
  • You will ensure sensitive information is protected.
  • You will escalate issues to a supervisor.
  • You will contact clients, company and third-party facilities to retrieve forms and gather missing data or correct erroneous data.
  • You will perform a variety of common administrative tasks such as faxing, emailing, entering data, noting conversations, completing forms, etc.
  • You will perform other duties as necessary.


Our Ideal Candidate:

  • Has experience using internet browsers, navigation tools and web-based applications.
  • Has proficiency in Microsoft Office programs (Word, Excel, PowerPoint and Outlook).
  • Has the ability to routinely use software applications and navigate thru the system while speaking with customers or clients.
  • Has the ability to pay attention to detail and flexible to changing priorities.
  • Is proficiency with multi-line phone system.
  • Can demonstrate initiative while contributing to a team environment.
  • Has the ability to read, interpret and follow written procedures.
  • Has the ability to complete routine work with a high level of independence.
  • Has the ability to prepare routine correspondence
  • Has a high school diploma and one or more years of customer service experience with working knowledge of principles and processes for providing outstanding customer service.
  • Has advanced training or education in a related field of work is helpful.
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
  • Tustin, CA, USA