Customer Service Representative II

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DISA Global Solutions, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1987

🏥 Healthcare

📦 Logistics

💼 Consulting

Healthcare • Logistics • Consulting

DISA Global Solutions, Inc. is a leading provider of background screening, drug and alcohol testing, and compliance solutions for employers. Since 1986, the company has been helping employers hire and retain top talent by offering consolidated solutions that save time and resources. DISA's expertise includes background screening, drug testing, occupational health services, transportation compliance, and more. They serve a diverse range of industries, including healthcare, transportation, retail, finance, and entertainment, among others. DISA aims to help customers navigate complex screening laws, improve workplace safety, and build comprehensive compliance programs. The company is also known for its contractor management and entertainment compliance solutions. With a focus on integrating innovative technologies, DISA Global Solutions strives to enhance workforce compliance and safety across North America.

📋 Description

• Proactively engage customers through inbound and outbound outreach to understand pain points, sentiment, and overall experience • Build and strengthen customer relationships through regular check-ins and consultative conversations that drive value and retention • Respond to inquiries via phone, email, and chat with professional, timely, and accurate information • Educate customers on services and tools and lead onboarding sessions and educational webinars • Identify trends in customer feedback and document or escalate concerns, system issues, or service gaps • Resolve and document service issues according to internal SOPs while meeting SLAs • Maintain complete and accurate customer data in CRM systems • Participate in process improvements and implementation of new procedures, systems, and features • Generate and distribute internal and external reports supporting business operations and performance metrics • Collaborate with Customer Success, Operations, Technical Support, Product Management, Sales, and Finance • Assist with onboarding and mentoring new Customer Service Representatives • Support customer satisfaction and retention initiatives within the Healthcare Technology Division

🎯 Requirements

• High school diploma or GED • 2–3 years of customer service experience • Preferably experience in healthcare, technology, education, or other regulated, high-volume environments • Strong verbal and written communication skills • Proficiency with CRM systems; Salesforce preferred • Proficiency with Microsoft Office Suite • Ability to maintain accurate, compliant customer records • High attention to detail and strong organizational skills • Ability to multitask in a fast-paced, client-driven environment • Problem-solving and issue-resolution skills, including independent troubleshooting and appropriate escalation • Professionalism, confidentiality, adaptability, and a collaborative mindset • Commitment to continuous improvement and team success • Availability within Monday–Friday operational hours of 8 a.m.–8 p.m. EST • Ability to perform the stated physical requirements, including sitting up to 8 hours per day and occasionally lifting up to 15 lbs.

🏖️ Benefits

• Personal and Sick Paid Time Off • 401k with a highly competitive match • 11 Paid Holidays • Medical/Dental and Vision • Group Life Insurance • HSA/FSA • Employee Assistance Program • Educational Assistance Program • Ongoing training through the internal learning and development team • Monthly appreciation events • Opportunities for career advancement