Representative II, Customer Service

DISA Global Solutions, Inc.

2d•$16 - $20•Onsite

About The Position

The Representative II, Customer Service supports the daily operations and client engagement within the DISA Healthcare Technology Division. This role ensures exceptional service delivery by managing client inquiries, maintaining accurate CRM records, supporting onboarding and training efforts, and ensuring compliance with industry standards and regulations. Representative II serves as a key point of contact for external customers, including College and University administrators, employers, and integration partners while contributing to customer satisfaction and retention initiatives.

Requirements

High school diploma or GED, with 2–3 years of customer service experience—preferably in healthcare, technology, education, or other regulated, high-volume environments.
Strong verbal and written communication skills with the ability to clearly explain complex processes and respond professionally to diverse customer needs.
Proficiency with CRM systems (Salesforce preferred) and Microsoft Office Suite, with the ability to maintain accurate, compliant customer records.
High attention to detail, strong organizational skills, and the ability to multitask effectively in a fast-paced, client-driven environment.
Demonstrated problem-solving and issue‑resolution skills, including independent troubleshooting and appropriate escalation when needed.
Professionalism, confidentiality, adaptability, and a collaborative mindset, with a commitment to continuous improvement and supporting team success.

Responsibilities

Proactively engage customers through inbound and outbound outreach efforts to understand client pain points, sentiment, and overall experience, and share insights with internal stakeholders.
Build and strengthen customer relationships through regular check-ins and consultative conversations that drive value and retention.
Respond promptly to inbound and outbound inquiries via phone, email, and chat, delivering professional, timely, and accurate information.
Educate customers on optimal use of services and tools and lead onboarding sessions and educational webinars for new and existing customers.
Identify trends in customer feedback and document or escalate concerns, system issues, or service gaps through established case management protocols.
Resolve and document service issues in accordance with internal SOPs, ensuring that SLAs are met.
Maintain complete and accurate customer data in CRM systems.
Participate in special projects, including process improvements and implementation of new division 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 to ensure a seamless customer experience.
Assist with onboarding and mentoring new Customer Service Representatives, including providing feedback on documentation and training materials.