Shared Services Representative

DISA Global Solutions, Inc. • Hoover, AL

81d • $20 - $22

About The Position

As a Shared Services Representative (Customer Service Representative II) you 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.

Requirements

• High school diploma or general education degree (GED) required.
• 2 – 3 years Customer service role, preferably in a regulated industry such as drug testing, occupational health, or health care administration.
• Proficiency with Customer Service Technology tools such as Salesforce preferred and ability to quickly learn proprietary systems.
• Ability to handle high-volume phone and email interactions while maintaining accuracy and a customer-first approach.
• Exceptional verbal and written communication skills in English.
• Fluency in Spanish preferred.
• Ability to multi-task while using multiple computer screens, systems and tools to support our customer.
• High level of accuracy in documentation and data entry.
• Excellent problem-solving and interpersonal skills.
• A commitment to follow data protection standards and be able to comply with industry policies and regulations.

Responsibilities

• Respond to client inquiries via phone, email, or chat promptly and professionally.
• Address client concerns, providing accurate and timely information and resolution.
• Update and maintain client and collection site information in the company database to ensure accuracy.
• Ensure all interactions and transactions comply with industry regulations and company policies.
• Identify and resolve client and collection site issues, escalating them to the relevant departments when necessary.
• Assist in training new Customer Service Representatives and provide ongoing mentorship.
• Perform regular quality checks to ensure that all services are executed according to established procedures and compliance guidelines.
• Prepare and generate reports as needed for internal departments and external clients.
• Work closely with cross-departmental teams to enhance the customer experience.
• Participate in special projects or initiatives as assigned by management, which could include process improvements or new service offerings.
• Other similar and/or related duties as assigned.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees