Customer Service Representative Iii

Position Overview

Applications accepted from:
All Persons Interested

Job Classification:
Customer Service Representative III

Division:
People & Client Services

Section:
Acquisition Intake Centralized Drug Testing

Reporting

Location:

611 Walker St.
* Subject to change

Workdays &

Hours:

Monday – Friday 9:00 AM – 6:00 PM
* * Subject to Change

The Customer Service Representative III is an integral member of the Centralized Drug Testing Team and serves as a frontline point of contact for applicants, employees, supervisors, and departmental representatives. This position provides responsive, professional customer service while managing a high volume of inquiries, coordinating drug testing appointments, providing clear testing instructions, monitoring incoming requests, and ensuring timely follow-up. The ideal candidate is organized, detail-oriented, comfortable managing multiple priorities, and committed to providing an exceptional customer experience while supporting the team’s established service and 2-3 business day KPI turnaround standards.

• Monitor the Talent Acquisition drug testing tracker throughout the day to identify and process new pre-employment drug testing requests.
• Coordinate and schedule drug testing appointments, including rescheduling as needed, and provide candidates with clear instructions regarding testing requirements, locations, and next steps.
• Manage a high volume of incoming and outgoing calls, emails, shared inbox communications, and other customer service inquiries, ensuring timely responses.
• Respond to questions from applicants, employees, supervisors, and departmental representatives regarding drug testing procedures, scheduling, collection sites, and next steps.
• Troubleshoot routine scheduling, collection-site, and testing-related issues and elevate matters requiring additional review.
• Conduct timely follow-up on outstanding requests, appointments, and customer service matters to prevent unnecessary delays in the testing process.
• Maintain accurate and complete documentation and update applicable trackers, systems, and case records.
• Escalate MRO-related matters, non-negative results, complex testing issues, compliance questions, and vendor concerns to the appropriate Centralized Drug Testing Team member.
• Handle sensitive applicant and employee information with discretion and maintain confidentiality.
• Support the collection and tracking of team performance measures, including call volume, response times, scheduling timeliness, and established KPIs.
• Provide professional, courteous, and consistent customer service while contributing to the overall efficiency of the Centralized Drug Testing Team.
• Perform other duties and responsibilities as assigned.

There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions.

Requires a high school diploma or a GED.

Three years of administrative or customer service-related experience are required.

Substitutions:
Associate’s degree may be substituted for up to two years of experience. Bachelor’s degree may be substituted for the years of experience.

None

The preferred candidate will have experience working in a high-volume customer service, call center, centralized intake, or similar service environment and demonstrate the ability to effectively manage multiple requests and priorities simultaneously.

Experience or working knowledge related to drug testing, occupational health, pre-employment services, human resources, or other similar regulated processes is highly desirable.

• Preference shall be given to eligible veteran applicants provided such persons possess the…