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Client Support Representative

Three Rivers, MA 01080, USA Req #467
Friday, October 16, 2020
Job Title: Client Support Representative
Department: Client Services
Location: DISA Three Rivers
Reports To: Area Leader
FLSA Status: Non-Exempt 

Company Information: 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, and transportation compliance. We have over 700 employees across North America including our Houston, Texas headquarters which houses nearly 300 employees. DISA has specialized in promoting workplace health and safety since 1982 and is the leading provider of drug and alcohol testing and background screening in the energy sector. We’re also the fastest growing transportation compliance in the industry! DISA is highly committed to quality and service excellence, and our team of IT innovators has developed one of the most advanced platforms in the industry.

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 Summary: 
Provides assigned clients with excellent and prompt customer service, manages client accounts, ensures compliance and builds productive working relationships with clients within the framework of established client service policies. 

Responsibilities/Job Duties:
Average % of time split among daily duties Responsibility

33% Manages a group of assigned clients based on the book of business assign by the Client Account Manager or Client Service Director. Provides clients with the prompt assistance needed to manage their random programs, maintain program compliance, resolve issues, and obtain reports.  Works in DISA360 and other platforms handling; employee roster changes, ordering forms and training materials, locating collection sites, setting up client employee access to system, and supplying any other needed information to the client in a timely manner. Processes test results through University Services. Answers incoming phone calls, emails and voice messages. 

25% Verifies daily processing and error correction of assigned client test results and forms to ensure accuracy and timeliness of reporting for those accounts.  Initiates contact with the clients and/or collection sites when necessary to facilitate the receipt of all necessary documents
17% Assists clients with understanding and managing different testing policies in order to comply with regulatory, customer and/or consortium requirements.
10% Conducts face to face and WebEx meetings with clients to gain better knowledge of their business challenges and build better working professional relationships
10% Aligns with other departments as needed to resolve clients’ needs
5% Manages or performs select duties as defined by the Sr. Testing Coordinator

Essential Requirements:
•  Experience in high level software programs
•  Customer Account Management 
•  Intermediate level in Microsoft Office Suite
•  Excellent customer service skills

Required Education: or equivalent years of experience:
•High school diploma and six (6) years of corporate/retail customer service experience, or an associate degree with four (4) years of corporate/retail customer service experience

Preferred Education:
• Bachelor’s degree   
• Two years of customer service experience

Travel %: Up to 10%

Physical Working Conditions:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Physical demands: While performing the duties of this job the employee is regularly required to talk, hear, walk, sit, stand, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms.  

• Work Environment: The noise level in the work environment is moderate.


Other details

  • Pay Type Hourly
  • Max Hiring Rate $20.00
  • Travel Required Yes
  • Travel % 10
  • Three Rivers, MA 01080, USA