Client Account Representative

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:

Provides assigned clients with excellent and prompt customer service, manages client accounts, ensures compliance and builds productive working relationships with clients within the framework of established client service policies. Verifies incoming information, quickly resolves errors, and ensures the accuracy of results that are being processed through a propriety information management system.

Essential functions:

• Manages a group of assigned clients based on the book of business assigned by the Implementation Manager.

• Provides assistance to clients with assistance through implementation process, setting up new accounts, and navigation/training in Client Portal, a proprietary data management system, in a timely manner. 

• Answers incoming phone calls, emails and voice messages utilizing Vonage and Microsoft Outlook.

• Verifies daily processing and error correction of assigned clients’ test results by working in the Lab Edit and Chain Validation queues of the University Services proprietary system.

• Conducts face-to-face and virtual meetings, as needed, with clients to gain better knowledge of their business challenges and build better working professional relationships.

• Aligns with other departments as needed to resolve clients’ needs.

• Replies to Request for Proposals, Request for Quotes or handles any cold calls or emails requesting new MRO services. Work with potential clients to setup new account, including generating a new MRO contract.

• Assist Random Coordinator as needed for assigned clients. Serve as back-up to random coordinator for assigned clients when random coordinator is unavailable.

• Manages or performs select duties as defined by the Implementation Manager.

Key Skills & Experience:

• High school diploma or GED.

• 2 years of corporate customer service experience.

• Experience in Drug Testing industry a plus.

• Exceptional writing, editing, and proofreading skills, with an eye for detail.

• Intermediate level in Microsoft Office 365 programs.

• Possess creative troubleshooting and problem-solving skills and demonstrated ability to work with others to achieve needed changes.

• Strong verbal and written communication skills as demonstrated through phone presence and email quality ability to identify and quickly escalate issues.

• Experience utilizing customer service skills while multi-tasking.

• Must show initiative and be reliable to work with some independence once trained.

• Detail oriented, organized and the ability to problem solve.

Work/Training Schedule: Mon – Fri 9:00am – 5:30 pm EST

Physical Requirements:

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 in an office environment, 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.

Employee must occasionally lift up to twenty - five (25) pounds. Specific vision abilities required by the job includes: close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

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.

EOE/M/F/Vet/Disability

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

EOE/M/F/Vet/Disability