Job Title: Client Support RepresentativeReports to: Transportation Customer Service ManagerDepartment: DTC Customer ServiceLocation: Transportation Locations/RemoteCompany Information:DISA Global Solutions is an industry-leading safety and compliance solutionsprovider with customers across the U.S. and Canada since 1986 and more than 800team members across 30 locations. When you join the DISA family, you join anindustry leader that more than 27% of fortune 500 companies use. With a richhistory of IT innovation, we have more than 40,000 customers and complete morethan 6 million orders each year. DISA is proud to be a 2022 “Top Workplaces” award winner. 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: Provides excellent and prompt customer service by assisting clients with various inquiries and requests within the framework of established client service policies.Job Duties:• Answers incoming phone calls and emails utilizing Cisco and Microsoft Dynamics reporting tools.• Contributes to the achievement of the client support team’s KPI’s and project goals.• Assists clients with navigation/training in DISA360.• Utilizes multiple proprietary data management systems to provide a timely response to the client• Quickly resolves client issues regarding data reporting and applicable procedures• Maintains knowledge of Department of Transportation drug testing concepts, policies, procedures, and requirements• Recognizes and escalates urgent issues to the Lead CSR or Customer Service Manager or other departments as needed to ensure the highest level of customer service• Meets KPI’s for monthly audit scorecard and review• Performs select duties as defined by the Customer Service Manager• Based on the Customer Service Manager’s request, CSR I’s might often be asked to assist with departmental and new hire training.Job Duties %:Average % of time split among daily dutiesResponsibility:30%Answers incoming phone calls and emails utilizing Cisco and Microsoft Dynamics reporting tools. Contributes to the achievement of the client support team’s daily goal of having ninety percent (90%) adherence in the Call Center. Assists clients with navigation/training in DISA360.20%Quickly resolves client issues regarding data reporting and applicable procedures. Utilizes multiple proprietary data management systems to provide a timely response to the client20%Meets KPI’s for specified goals and continuous improvement10%Recognizes and escalates urgent issues to the Client Account Representative and/or Client Accounts Manager or other departments as needed to ensure the highest level of customer service10%Maintains knowledge of Department of Transportation drug testing concepts, policies, procedures, and requirements10%Performs select duties as defined by the Customer Service Manager and/or Lead CSREssential Requirements:• DISA360 system experience• Previous Customer Service or Call Center experienceRequired Education:• High school diploma and two (2) years of corporate/retail customer service experience.• Intermediate skill level in Microsoft Office Suite• Excellent Customer Service practices• Ability to solve problems quickly and adapt in a fast-paced environmentPreferred Education:• CRM experienceTravel %: NonePhysical Working Conditions (ADA):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. Overtime: NoneExempt Status: Non-ExemptWork Schedule: 8-9am EST - 8 Hour Shifts