Note: The job is a remote job and is open to candidates in USA. DISA Global Solutions, Inc. is a leading safety and compliance provider supporting more than 55,000 customers worldwide through innovative solutions. The Representative II, Customer Service supports client engagement and daily operations within the Healthcare Technology Division by managing inquiries, maintaining CRM records, delivering onboarding and training, resolving service issues, and contributing to customer satisfaction and retention.
Responsibilities
- 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
Skills
- 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
Benefits
- Ongoing training through our internal learning and development team
- Monthly appreciation events
- Numerous opportunities for career advancement
- 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
Company Overview