Customer Service Representative

Position Summary

• The individual in this role is responsible for administering drug testing services and installing, maintaining, and managing electronic monitoring devices, including alcohol and location monitoring equipment. The employee will be assigned a primary duty area—either drug testing or electronic monitoring installation—but must be willing and able to perform duties in the alternate area as needed on a daily, weekly, ad hoc, or rotating basis, as directed by management.

• This position requires travel to surrounding areas to perform assigned duties and participation in an on-call rotational schedule supporting Fort Bend County, which may include overnight assignments when necessary.

Essential Functions

• Meet clients to install, remove, or perform maintenance on electronic monitoring equipment and provide professional customer service to clients and supervising agencies.

• Schedule installation appointments for new referrals and maintenance appointments for existing clients.

• Monitor and manage daily communications, equipment alerts, and maintenance-related issues.

• Create and manage individual client accounts, track participant activity, and collect payments for services rendered.

• Prepare and submit participant completion, non-compliance, and payment reports to appropriate supervising agencies.

• Administer urine analysis drug testing in accordance with established protocols and chain-of-custody procedures (training provided).

• Coordinate daily communication related to billing and equipment maintenance.

• Participate in on-call rotations as assigned.

Basic Qualifications

• Minimum of six (6) months of customer service experience

• Ability to pass a background check, must have reliable transportation (company will pay milage) and must have valid drivers license

• Will be required to travel to neighboring counties 30% of the time

Knowledge, Skills, and Abilities

• Demonstrated ability to work effectively under pressure while maintaining professionalism, composure, and a positive demeanor.

• Strong interpersonal, communication, and organizational skills.

• Ability to prioritize tasks appropriately and complete assignments in a timely and efficient manner.

• Proven ability to multitask and perform effectively in a fast-paced environment with frequent interruptions.

• Proficiency in Microsoft Office 365 applications.

• Physical ability to bend, stoop, and lift objects up to ten (10) pounds, and maintain the mobility required to perform the essential functions of the position.