Senior Customer Service Specialist Drug Testing Ops

City & Borough of Sitka Alaska; Houston (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

City of Houston is seeking a Customer Service Representative III to join the Centralized Drug Testing Team within the People & Client Services division. You will be the frontline contact for applicants, employees, supervisors, and departmental representatives, handling high volumes of inquiries and scheduling drug testing appointments.

You will maintain documentation, update trackers and case records, ensure timely follow-up, and uphold confidentiality while delivering professional, courteous

Qualifications

• Requires a high school diploma or GED.
• Three years of administrative or customer service experience are required.
• Substitutions: Associate’s degree may substitute for up to two years of experience.
• Bachelor’s degree may substitute for the years of experience.
• Experience in high-volume customer service or call center is preferred.

Responsibilities

• Monitor drug testing requests and process new pre-employment drug testing.
• Coordinate and schedule drug testing appointments and provide clear instructions.
• Manage high volume of calls, emails, and other inquiries with timely responses.
• Respond to questions about procedures, sites, and next steps.
• Escalate complex issues to the Centralized Drug Testing Team.

Skills

Customer service

Call center

Multitasking

Documentation

Attention to detail

Education

High school diploma or GED

Associate’s degree (substitutes for up to 2 years of experience)

Bachelor’s degree (substitutes for years of experience)

Tools

CRM systems

Scheduling software

Job description

City of Houston is seeking a Customer Service Representative III to join the Centralized Drug Testing Team within the People & Client Services division. You will be the frontline contact for applicants, employees, supervisors, and departmental representatives, handling high volumes of inquiries and scheduling drug testing appointments.

You will maintain documentation, update trackers and case records, ensure timely follow-up, and uphold confidentiality while delivering professional, courteous