Specialist, Premier

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.

As a Specialist, Premier, you will serve as a dedicated liaison for our premier accounts, ensuring an exceptional client experience through proactive, expert-level support, and timely resolution of complex service issues. In this role, you will develop trusted relationships with customers, deliver white-glove service, and ensure that service standards, compliance protocols, and customer needs are fully met. This role also involves collaboration across departments and may include customer-specific projects such as specialized reporting, system training, and strategic planning support.

• Serve as daily point of contact for key accounts, responding to inquiries via phone, email, and other communication platforms with professionalism, urgency, and accuracy.
• Manage and prioritize all support needs for assigned premier accounts, ensuring a high level of customer satisfaction and adherence with service level agreements (SLAs).
• Proactively engage customers through outbound outreach efforts (calls, emails, and strategic touchpoints) to better understand client pain points, sentiment, and overall experience, and share actionable insights with internal stakeholders.
• Participate in strategic account reviews and assist in executing customer-specific initiatives, onboarding tasks, or program enhancements.
• Provide real-time, account-specific client training and user support, including navigation of DISA platforms, ordering procedures, reporting capabilities, and issue resolution guidance.
• Serve as the primary resource for client users requiring refresher training, workflow assistance, and platform utilization support related to their day-to-day account activities.
• Escalate complex or escalated issues, to internal teams (Compliance, IT, Technical Support, Operations) as needed.
• Maintain expert-level knowledge of assigned accounts and operational procedures to serve as a trusted advisor to customers.
• Deliver specialized reporting and custom solutions tailored to the needs of premier clients.
• Provide mentorship to junior client service team members when needed.
• Ensure customer interactions are documented clearly in CRM tools (e.g., Salesforce, Suite).
• Maintain a strong understanding of service and product offerings.
• Perform additional duties as assigned by management.

• High school diploma or GED required;
  Associate degree preferred.
• 5+ years of customer service, client support, account management, or relationship management experience, preferably supporting premier, strategic, or enterprise-level clients.
• Strong verbal and written communication skills with the ability to build relationships, manage client expectations, and deliver exceptional customer service.
• Proficiency with CRM systems, including Salesforce or Microsoft Dynamics, and Microsoft Office Suite (Excel, Outlook, Word, and PowerPoint).
• Demonstrated problem-solving and issue resolution skills, with the ability to collaborate across departments to address client needs and deliver effective solutions.
• Highly organized and detail-oriented, with the ability to manage multiple priorities, meet…