Customer Service Representative I

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. 

Position Summary:
The Customer Service Representative I will deliver high-quality support to clients by handling inquiries, resolving issues, and ensuring a positive customer experience through inbound and outbound calls, as well as through chat and email communications. This role requires strong communication skills, thorough knowledge of company systems, and adherence to performance and compliance standards.

Essential Functions:

• Respond to high volume client inquiries via phone (inbound & outbound), email, chat, and support tickets, ensuring prompt, professional, and courteous assistance.
• Use problem-solving skills to address questions, troubleshoot issues, and guide clients on available services and features.
• Escalate complex or urgent issues to appropriate teams or supervisors as needed to ensure timely resolution.
• Utilize proprietary tools, including Microsoft Dynamics and other CRM systems, to manage client data, record interactions, and process service requests accurately.
• Conduct regular data entry tasks and maintain accurate, up-to-date records of all client interactions and case progress.
• Adhere to industry-specific guidelines and company policies, particularly those related to data protection and confidentiality.
• Comply with quality standards for client service and communication, ensuring a consistent and positive client experience.
• Coordinate with other departments as needed to ensure seamless customer support.
• Support special tasks and additional responsibilities as directed by the Client Account Manager to improve team and client outcomes.
• Other similar and/or related duties as assigned

Key Skills and Experience:

• High school diploma or general education degree (GED), or equivalent work experience.
• 2 – 3 years Customer service/Tech support experience and/or equivalent transferable skills (Working in a call center, operator work, working within the healthcare, finance, or government industry) 
• Proficiency with CRM tools such as Microsoft Dynamics preferred and ability to quickly learn proprietary systems.
• Ability to handle high-volume client interactions while maintaining accuracy and a customer-first approach.
• Familiarity with industry policies and regulations, with a commitment to following data protection standards a plus.

Schedule:

• Training: Mon - Fri 9:00 am - 5:30 pm EST
• Production: Mon - Fri 11:30 am - 8:00 pm EST

Physical Requirements:
• While performing the duties of this job the employee is regularly required to speak, hear, have close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Walk (occasionally), sit- up to 8hrs. a day, stand (occasionally), use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms, able to lift-up to 15lbs.(occasionally).

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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