Customer Service Representative I

DISA Global Solutions, Inc.; United States; Remote; USD 2,066,000 - 2,755,000; Full time

Benefits offered by this job

Personal and Sick PTO

401k with competitive match

11 Paid Holidays

Medical/Dental and Vision

Group Life Insurance

HSA/FSA

Employee Assistance Program

Educational Assistance Program

Job summary

DISA Global Solutions, Inc. is seeking a Representative I, Customer Service to support daily operations and deliver professional service while maintaining accurate customer records in our CRM system.

You will respond to inquiries via phone, email, and chat, assist with account maintenance and service requests, document interactions, escalate complex issues, and collaborate with Operations, Technical Support, Sales, and Billing to ensure timely resolutions and a positive customer experience.

Qualifications

• High school diploma or GED required.
• 1-2 years of customer service experience preferred; experience in healthcare, technology, education, finance, government, call center, or other customer-facing environments is a plus.
• Strong verbal and written communication skills with a customer-focused approach.
• Basic proficiency with CRM systems (Salesforce preferred) and Microsoft Office applications.
• Strong attention to detail and ability to maintain accurate customer records.
• Ability to manage multiple tasks and navigate multiple systems in a fast-paced environment.
• Effective problem-solving skills with the ability to identify and elevate issues appropriately.
• Demonstrated professionalism, confidentiality, adaptability, and teamwork.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat, providing accurate information and professional support.
• Assist customers with account maintenance, updates, service requests, and general product or service questions.
• Document customer interactions, requests, and resolutions accurately within CRM systems.
• Escalate complex customer concerns, technical issues, or service-related challenges to the appropriate team or supervisor.
• Maintain current knowledge of company products, services, procedures, and customer support resources.
• Support the resolution of customer issues while adhering to established service standards and internal procedures.
• Ensure customer information is maintained accurately and confidentially in compliance with company policies and regulatory requirements.
• Collaborate with internal departments, including Operations, Technical Support, Sales, and Billing, to support customer needs and ensure timely issue resolution.
• Participate in departmental meetings, training sessions, and process improvement initiatives.
• Perform other related duties as assigned.

Skills

CRM systems

Salesforce

Communication skills

Microsoft Office

Attention to detail

Multitasking

Teamwork

Education

High school diploma or GED

Tools

Salesforce

Microsoft Office

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 I, Customer Service supports daily customer service operations, provides front-line support to customers by responding to inquiries, maintains accurate customer records, and assists with service-related requests. This role serves as an important point of contact for customers, delivering professional service while helping ensure a positive customer experience and adherence to company policies and procedures.

Essential Functions

• Respond promptly to customer inquiries via phone, email, and chat, providing accurate information and professional support.
• Assist customers with account maintenance, updates, service requests, and general product or service questions.
• Document customer interactions, requests, and resolutions accurately within CRM systems.
• Escalate complex customer concerns, technical issues, or service-related challenges to the appropriate team or supervisor.
• Maintain current knowledge of company products, services, procedures, and customer support resources.
• Support the resolution of customer issues while adhering to established service standards and internal procedures.
• Ensure customer information is maintained accurately and confidentially in compliance with company policies and regulatory requirements.
• Collaborate with internal departments, including Operations, Technical Support, Sales, and Billing, to support customer needs and ensure timely issue resolution.
• Participate in departmental meetings, training sessions, and process improvement initiatives.
• Perform other related duties as assigned.

Key Skills and Experience

• High school diploma or GED required.
• 1-2 years of customer service experience preferred; experience in healthcare, technology, education, finance, government, call center, or other customer-facing environments is a plus.
• Strong verbal and written communication skills with a customer-focused approach.
• Basic proficiency with CRM systems (Salesforce preferred) and Microsoft Office applications.
• Strong attention to detail and ability to maintain accurate customer records.
• Ability to manage multiple tasks and navigate multiple systems in a fast-paced environment.
• Effective problem-solving skills with the ability to identify and elevate issues appropriately.
• Demonstrated professionalism, confidentiality, adaptability, and teamwork.

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 I, Customer Service within the Client Care job family.

Training/Working Hours

• Training: Mon - Fri 8:00 am - 5:00 pm CST
• Work Schedule would be within the following hours of operation: Monday - Friday 7:00 am - 7:00 pm CST

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

$15.00- $20.00

EEO/M/F/Vet/Disability