Customer Service Representative II
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Job Description
Customer service representative supporting DISA Global Solutions’ healthcare technology clients. Managing inquiries, onboarding, CRM records, issue resolution, and retention initiatives remotely across the USA.
Responsibilities:
- Engage customers through inbound and outbound outreach to understand pain points, sentiment, and overall experience
- Build and strengthen customer relationships through regular check-ins and consultative conversations
- Respond to inquiries via phone, email, and chat with timely and accurate information
- Educate customers on services and tools and lead onboarding sessions and educational webinars
- Identify trends in customer feedback and document or escalate concerns, system issues, and service gaps
- Resolve and document service issues according to internal SOPs while meeting SLAs
- Maintain complete and accurate customer data in CRM systems
- Participate in process improvement projects and implementation of new procedures, systems, and features
- Generate and distribute internal and external reports supporting operations and performance metrics
- Collaborate with Customer Success, Operations, Technical Support, Product Management, Sales, and Finance
- Assist with onboarding and mentoring new Customer Service Representatives
Requirements:
- High school diploma or GED
- 2–3 years of customer service experience, preferably in healthcare, technology, education, or regulated, high-volume environments
- Strong verbal and written communication skills
- Proficiency with CRM systems; Salesforce preferred
- Proficiency with Microsoft Office Suite
- Ability to maintain accurate, compliant customer records
- Strong attention to detail and organizational skills
- Ability to multitask in a fast-paced, client-driven environment
- Problem-solving and issue-resolution skills, including independent troubleshooting and appropriate escalation
- Professionalism, confidentiality, adaptability, and collaborative mindset
- Ability to work within operational hours Monday–Friday, 8 a.m.–8 p.m. EST
- Ability to speak, hear, see at varying distances, adjust focus, sit up to 8 hours daily, and occasionally walk, stand, and lift up to 15 pounds
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
- Ongoing training through the internal learning and development team
- Monthly appreciation events
- Opportunities for career advancement
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