Representative II, Customer Service ID-2613

December 3, 2024

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.

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The Representative II, Customer Service Representative will serve as a key point of contact for clients and consumers, handling inquiries, ensuring timely and accurate service delivery, and actively supporting company-wide efforts to maintain customer satisfaction and compliance. This role is crucial in upholding operational excellence while fostering positive client relationships.

Essential functions:

Manage incoming client and candidate inquiries through multiple communication channels, including phone, email, and ticketing system, ensuring accurate and timely responses to all requests and queries.
Maintain detailed documentation of all interactions and apply necessary notes on all accounts or files within the system.
Ensure all interactions and transactions comply with industry regulations and company policies.
Proactively identify and resolve client and candidate issues and concerns, collaborating with relevant departments when necessary.
Manage, track, and follow up on all open issues to ensure timely resolution.
Provide ongoing client service at the highest level, always using a friendly and professional tone and communication skills.
Use logical reasoning and troubleshooting to resolve issues and ensure accurate background processing.
Work closely with cross-functional teams (e.g., compliance, operations) to enhance service delivery and client satisfaction.
Participate in special projects or initiatives as assigned by management, which could include reviewing overdue files, updating client information, notifying clients of updates, etc.
Perform other duties as assigned by management.

Key Skills & Experience:

Education: High school diploma or equivalent
Experience: Minimum of 2-3 years in a customer service role, preferably in a regulated industry such as healthcare, finance, or government.
Communication Skills: Exceptional verbal and written communication skills, with the ability to clearly convey information to both clients and internal teams. Proficiency in both English and Spanish is highly desirable and a significant advantage.
Technical Skills: Proficiency in CRM software and Microsoft Office (Word, Excel, PowerPoint). Typing minimum 45 WPM.
Compliance Knowledge: Familiarity with relevant industry compliance standards and regulations is a plus.
Multi-tasking: Ability to handle multiple tasks and responsibilities simultaneously.
Attention to Detail: High level of accuracy in documentation and data entry.
Soft Skills: Excellent problem-solving, with the ability to think out of the box, patience, empathy, and strong interpersonal skills.

Key Competencies:

Strong client service orientation with a commitment to exceeding client expectations.
Ability to work collaboratively in a fast-paced, team-oriented environment
Proactive and solution-oriented, with a strong focus identifying issues, thinking critically, and finding effective solutions.
Excellent time-management skills and the ability to prioritize tasks effectively
Ability to understand and address customer concerns with compassion and patience.

Representative II, Customer Service ID-2613

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Other Jobs You May Be Interested In

Representative II, Customer Service ID-2613

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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