Senior Drug-Testing Customer Service Specialist

City of Houston; 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. You will be a frontline contact for applicants, employees, supervisors, and departmental representatives, handling high volumes of inquiries and coordinating drug testing appointments.

The role requires organization, attention to detail, the ability to manage multiple priorities, and a commitment to a positive customer experience while meeting KPIs and service standards.

Qualifications

• Requires a high school diploma or GED.
• Three years of administrative or customer service experience required.
• Associates or Bachelor's degree may substitute years of experience.
• Experience in high-volume customer service or call center preferred.
• Knowledge of drug testing, occupational health, HR or related regulated processes desirable.

Responsibilities

• Monitor the drug testing tracker to process new pre-employment requests.
• Coordinate and schedule drug testing appointments with clear instructions.
• Handle a high volume of calls and emails with timely responses.
• Answer questions on testing procedures, locations and steps.
• Escalate complex issues to Centralized Drug Testing Team.
• Maintain documentation and update trackers and case records.
• Protect sensitive applicant data and maintain confidentiality.
• Support team KPI tracking and performance measures.
• Perform other duties as assigned.

Skills

Customer service

Call center

Scheduling

Data entry

Communication

Discretion

Education

High school diploma or GED

Associate's degree may substitute experience

Bachelor's degree may substitute experience

Job description

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

The role requires organization, attention to detail, the ability to manage multiple priorities, and a commitment to a positive customer experience while meeting KPIs and service standards.