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Client Support - Call Center

2800 Black Lake Pl, Philadelphia, PA 19154, USA Req #336
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.
Job Overview: Provides excellent and prompt customer service by assisting clients with various inquiries and requests within the framework of established client service policies. Quickly resolves client issues regarding data reporting and applicable procedures. Contributes to the achievement of the call center team’s goal to have a call abandonment rate under 3%.
A Day in the Life:
  • You will answer incoming phone calls and emails 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 regarding data reporting and applicable procedures.
  • You will maintain knowledge of Department of Transportation drug testing concepts, policies, procedures and requirements.
Our Ideal Candidate:
  • Has exceptional customer service, active listening, verbal and written communication skills, excellent telephonic skills.
  • Has an understanding of company products, services and policies.
  • Can manage large amounts of inbound calls in a timely manner.
  • Can 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.
  • Has a high school diploma and two (2) years of corporate/retail customer service experience.
  • Has intermediate skill level in Microsoft Office Suite (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
  • 2800 Black Lake Pl, Philadelphia, PA 19154, USA