Customer Service Representative II

2 weeks ago

Birmingham, United States Disa Global Solutions Full time

DISA Global Solutions is an industry-leading safety and compliance solutions provider with customers across the Globe since 1986 and more than 1,200+ Team members across more than 30 locations. When you join the DISA Team, you join an industry leader that more than 30% of fortune 500 companies use. With a rich history of IT innovation, we have more than 55,000 customers and complete more than 10 million orders each year.

DISA is proud to be a "Top Workplaces" award winner across multiple locations in 2023. We offer competitive pay, a robust benefits package, and an exciting place to work. We have a collaborative and team-oriented culture with numerous opportunities for career advancement. We host monthly appreciation events, and our internal learning and development team provides the resources for employees to engage in continuing education and training.

Job Summary:
The Representative II, Customer Service position will support clients by handling inquiries and ensuring efficient and accurate service delivery. This role involves maintaining data, ensuring compliance, and contributing to team efforts to enhance customer satisfaction.

Essential Functions:
•Client Interaction: May handle incoming client inquiries via phone, email, and chat, providing accurate and timely information and resolution.
•Database Management: May update and maintain client and collection site information in the company database to ensure accuracy.
•Compliance Monitoring: Ensure all interactions and transactions comply with industry regulations and company policies.
•Issue Resolution: May identify and resolve client and collection site issues, escalating them to the relevant departments when necessary.
•Training and Onboarding: May assist in training new Customer Service Representatives and provide ongoing mentorship.
•Quality Assurance: May perform regular quality checks to ensure that all services are executed according to established procedures and compliance guidelines.
•Reporting: May prepare and generate reports as needed for internal departments and external clients.
•Team Collaboration: Work closely with cross-departmental teams to enhance the customer experience.
•Special Projects: Participate in special projects or initiatives as assigned by management, which could include process improvements or new service offerings.
•Other Duties: Perform other duties as assigned by management.

Essential Qualifications:
•Education: High school diploma or equivalent
•Experience: Minimum of 2-3 years in a customer service role, preferably in a regulated industry such as healthcare, finance, or government.
•Communication Skills: Exceptional verbal and written communication skills in English.
•Technical Skills: Proficiency in CRM software and Microsoft Office (Word, Excel, PowerPoint). Typing minimum 45 WPM.
•Compliance Knowledge: Familiarity with relevant industry compliance standards and regulations is a plus.
•Multi-tasking: Ability to handle multiple tasks and responsibilities simultaneously.
•Attention to Detail: High level of accuracy in documentation and data entry.
•Soft Skills: Excellent problem-solving and interpersonal skills.

Key Competencies:
•Strong client service orientation
•Ability to work collaboratively in a team environment
•Proactive and solution-oriented approach

Physical Requirements:
•While performing the duties of this job the employee is regularly required to speak, hear, have close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Walk (occasionally), sit- up to 8hrs. a day, stand (occasionally), use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms, able to lift-up to 15lbs.(occasionally).

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The pay range for this position is listed below. Your actual pay rate will vary based on: Geography, Skill-Set and applicable Local and State Pay Practices. Any questions, please contact our DISA Recruiting Team at Recruitment.Recruitment@disa.com.

Job Pay Range
Representative II, Customer Service

EOE/M/F/Vet/Disability

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