Job Assignment: Shared Services Representative Department: Shared Services Location: Tustin, CA Reports to: Manager, Shared Services Classification: Hourly Company Information: DISA Global Solutions is an industry-leading safety and compliance solutions provider with customers across the U.S. and Canada since 1986 and more than 800 team members across 30 locations. When you join the DISA family, you join an industry leader that more than 27% of fortune 500 companies use. With a rich history of IT innovation, we have more than 40,000 customers and complete more than 6 million orders each year.

DISA is proud to be a 2022 “Top Workplaces” award winner. 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: Handles a variety of applicant/employee customer and client services related to drug and alcohol testing and pre-employment physicals. 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: • Maintains a high level of customer service and interaction, responding and resolving questions or concerns in a timely manner while following established protocol. • Responds to calls and emails from applicants and client- employees to coordinate testing or to lection sites, update candidate or records information, confirm collection details, verify or prepare necessary paperwork. • Greet and help applicants that may need assistance locating a testing site or otherwise need help. • 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. • Contact clients, company and third-party 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 pre-employment 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.
• Additional duties as required Other functions: N/A. No driving required Physical Requirements: • Sitting for more than 6 hours per day • Standing and walking for less than 1 hour per day • Limited stooping, bending, and twisting Required Qualifications: • High school diploma or Equivalent • Experience working in a fast-paced environment • Customer service experience • Experience using internet browsers, navigation tools and web-based applications • Proficiency in Microsoft Office programs (Word, Excel, Power Point 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 • Proficiency with multi-line phone system • Demonstrates initiative while contributing to a team environment • Ability to read, interpret and follow written procedures • Ability to multi-task and complete routine work with a high level of independence; Ability to prepare routine correspondence Preferred Qualifications: • Experience working in the drug testing industry • Knowledge of common employment drug testing and physical hiring processes • Advanced training or education in a related field of work is helpful Work Schedule: Monday - Friday 8am - 5pm PST

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