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Client Support Rep

2800 Black Lake Pl, Philadelphia, PA 19154, USA Req #333
Friday, February 28, 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.
Position Overview: Provides excellent and prompt customer service by assisting clients with various inquiries and requests within the framework of established client service policies.
 
A Day in the Life:  
  • You will answer incoming phone calls and voice messages through the call center software.
  • You will contribute to the achievement of the client support team’s daily goal of having ninety percent (90%) adherence in the Call Center.
  • You will 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.
  • You will quickly resolve client issues with regard to data reporting and applicable procedures.
  • You will maintain knowledge of Department of Transportation drug testing concepts, policies, procedures, and requirements.
  • You will contribute to the achievement of the client support team’s daily goal of having 19 cases per hour completed in the Client Services Queue.
  • You will recognize and escalate urgent issues to an Account Manager and/or Client Accounts Manager & Client Accounts Supervisor as needed to ensure the highest level of customer service.
  • You will contact client and/or collection sites when necessary to facilitate the receipt of all necessary forms for tests that will not merge through the system automatically.
  • You will process form related to various services received from clients, company and third-party facilities.
  • You will contact clients, companies and/or third-party facilities to retrieve forms and gather missing data or correct erroneous data.
 
Our Ideal Candidate:
  • Has a high school diploma and two (2) years of corporate/retail customer service experience.
  • Has intermediate skill level in Microsoft Office Suite.
  • Has university MRO’s proprietary web application experience.

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 Salary
  • 2800 Black Lake Pl, Philadelphia, PA 19154, USA