Representative II, Customer Service

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.

• 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.

• 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.

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

EEO/M/F/Vet/Disability