Client Support Representative

2800 Black Lake Pl, Philadelphia, PA 19154, USA Req #547
Friday, April 30, 2021
Job Title: Client Support Representative
Department: Client Services
Reports to: Client Accounts Manager
FLSA Status: Non-Exempt

Position Summary:  Provides excellent and prompt customer service by assisting clients with various inquiries and requests within the framework of established client service policies.

Qualifications required:
• High school diploma and two (2) years of corporate/retail customer service experience
• Intermediate skill level in Microsoft Office Suite

Qualifications desired:
• University MRO’s proprietary web application experience
• Has excellent Customer Service practices
• Ability to solve problems quickly and adapt in a fast-paced environment
• Ability to navigate computer applications while speaking with clients and applicants

Essential functions and responsibilities:
• Answers incoming phone calls and voice messages through the call center software
• Contributes to the achievement of the client support team’s daily goal of having ninety percent (90%) adherence in the Call Center.
• 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
• Quickly resolves client issues with regard to data reporting and applicable procedures 
• Maintains knowledge of Department of Transportation drug testing concepts, policies, procedures, and requirements
• Contributes to the achievement of the client support team’s daily goal of having 19 cases per hour completed in the Client Services Queue
• Recognizes and escalates urgent issues to an Account Manager and/or Client Accounts Manager & Client Accounts Supervisor as needed to ensure the highest level of customer service
• Contacts clients and/or collection sites when necessary to facilitate the receipt of all necessary forms for tests that will not merge through the system automatically
• Processes forms related to various services received from clients, company and third-party facilities
• Contacts clients, company, and/or third-party facilities to retrieve forms and gather missing data or correct erroneous data

Working hours: Monday through Friday - 9:00 AM - 6:00 PM

Other details

  • Pay Type Hourly
  • Travel Required No
  • 2800 Black Lake Pl, Philadelphia, PA 19154, USA