Shared Services Representative

DISA Global Solutions is an industryleading safety and compliance solutions provider with customers across the Globe since 1986 and more than 1200 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 55000 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 teamoriented 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: Handles a variety of applicant/employee and client services related to drug and alcohol testing acknowledgements background checks and occupational health services. Must be able to communicate with clients by phone and email while maintaining a high level of client satisfaction. Research problems and resolve errors in a timely manner. Ensures the complete accuracy of results processed through a proprietary information management system.

Essential functions responsibilities:

• Maintains a high level of customer service and interaction responding and resolving questions or concerns in a timely manner while following established protocols.
• Responds to calls emails and instant messages from applicants and client employees to coordinate testing or selecting sites update candidate or records information confirm collection details and verify or prepare necessary paperwork to issue final determination. Only responsible for emails in inboxes categorized as tier two.
• Might need to prepare packages for applicants and overnight to the clinics to coordinate the testing for applicants.
• Greet and help applicants that may need assistance locating a testing site completing acknowledgments navigating the VIP portal scheduling or general assistance.
• Review system information and paperwork for testing compliance with policy requirements.
• Create testing authorization forms when needed for retests. Checks for notification of any refusals or positive test results. Escalates issues to the correct departments/contacts as needed.
• Contact clients vendors and thirdparty facilities to retrieve forms and gather missing data or correct erroneous data.
• Monitor information received from third party vendors to detect and resolve errors.
• Ensure that all preemployment or annual testing is either completed or we receive a valid reason if not completed.
• Track down missing or overdue tests. Notify the client of extension requests or individual situations on an order.
• Walks applicants/employees through the process using VIP system.
• May coordinate with clinic representatives. Ensures sensitive information is protected. Escalates issues to a supervisor.
• Performs a variety of common administrative tasks such as faxing emailing entering data noting conversations completing forms etc.
• Maintains knowledge of Department of Transportation drug testing concepts policies procedures and requirements.
• May prepare reports requested by clients.
• Recognizes and escalates urgent issues to a higherlevel Shared Services Representative or Supervisor/Manager to ensure the highest level of customer service.
• Additional duties as required.

Key Skills & Experience:

• High school diploma or GED.
• 2 or more years of Customer Service or Call Center Experience.
• Experience working in the drug testing industry 1 year preferred).
• BILingual Spanish speaking preferred.
• Experience working in a fastpaced environment.
• Experience using internet browsers navigation tools and webbased applications.
• Proficiency in Microsoft Office programs (Word Excel PowerPoint and Outlook).
• Ability to routinely use software applications and navigate thru the system while speaking with customers or clients.
• Attention to detail and flexible to changing priorities.
• Experience with SalesForce Dynamics HelpScout or similar CRMs.
• Demonstrates initiative while contributing to a team environment.
• Ability to read interpret and follow written procedures.
• Ability to multitask and complete routine work with a high level of independence.
• Ability to prepare routine correspondence.

Training Schedule: Mon Fri 8:00 am to 5:00 pm CST

Work Schedule: Monday Friday to fall within our Hours of Operation 7:30 am 7:00 pm CST

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 SkillSet and applicable Local and State Pay Practices. Any questions please contact our DISA Recruiting Team at

Job Pay Range

EOE/M/F/Vet/Disability