Representative II, Customer Service

Job description

DISA Global Solutions is a leading safety and compliance provider supporting more than 55,000 customers worldwide, including over 30% of the Fortune 500. With 1,600+ team members across 30+ locations, we’ve delivered innovative solutions since 1986 and process more than 20 million orders each year. As a multi-year Top Workplaces award winner, DISA offers competitive pay, robust benefits, and a collaborative, growth-focused culture. Employees enjoy ongoing training through our internal learning and development team, monthly appreciation events, and numerous opportunities for career advancement. Position Summary: The Representative II, Customer Service supports the daily operations and client engagement within the DISA Healthcare Technology Division. This role ensures exceptional service delivery by managing client inquiries, maintaining accurate CRM records, supporting onboarding and training efforts, and ensuring compliance with industry standards and regulations. Representative II serves as a key point of contact for external customers, including College and University administrators, employers, and integration partners while contributing to customer satisfaction and retention initiatives. Essential functions: Proactively engage customers through inbound and outbound outreach efforts to understand client pain points, sentiment, and overall experience, and share insights with internal stakeholders. Build and strengthen customer relationships through regular check-ins and consultative conversations that drive value and retention. Respond promptly to inbound and outbound inquiries via phone, email, and chat, delivering professional, timely, and accurate information. Educate customers on optimal use of services and tools and lead onboarding sessions and educational webinars for new and existing customers. Identify trends in customer feedback and document or escalate concerns, system issues, or service gaps through established case management protocols. Resolve and document service issues in accordance with internal SOPs, ensuring that SLAs are met. Maintain complete and accurate customer data in CRM systems. Participate in special projects, including process improvements and implementation of new division procedures, systems, and features. Generate and distribute internal and external reports supporting business operations and performance metrics. Collaborate with Customer Success, Operations, Technical Support, Product Management, Sales, and Finance to ensure a seamless customer experience. Assist with onboarding and mentoring new Customer Service Representatives, including providing feedback on documentation and training materials. Key Skills and Experience: High school diploma or GED, with 2–3 years of customer service experience—preferably in healthcare, technology, education, or other regulated, high-volume environments. Strong verbal and written communication skills with the ability to clearly explain complex processes and respond professionally to diverse customer needs. Proficiency with CRM systems (Salesforce preferred) and Microsoft Office Suite, with the ability to maintain accurate, compliant customer records. High attention to detail, strong organizational skills, and the ability to multitask effectively in a fast-paced, client-driven environment. Demonstrated problem-solving and issue‑resolution skills, including independent troubleshooting and appropriate escalation when needed. Professionalism, confidentiality, adaptability, and a collaborative mindset, with a commitment to continuous improvement and supporting team success. Working Hours: Within the Operational hours of Monday - Friday- 8a-8p EST. 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 Internal Mapping: This role aligns to the internal job profile of Representative II, Customer Service within the Client Care job family. 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. Compensation for this role is determined by factors such as skills, experience, education, training, and internal equity. Pay may also vary based on geographic location in accordance with our compensation practices. Job Pay Range 16.00-20.00 EEO/M/F/Vet/Disability