Shared Services Representative

Position Summary: 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.

Essential functions 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.

Key Skills and Experience:

• High school diploma or general education degree (GED) .

• 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.

Work Schedule would be within the following hours of operation: Monday - Friday 8:00 am 7:00 pm CST

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.

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.