Customer Service Representative (CSR)

Please read it in its entirety before applying. Position SummaryAs a CSR at USAMDT, you’ll be the first point of contact for clients, vendors, and internalteams. You’ll manage scheduling, completion, and communication processes for mobiledrug testing services. This role is ideal for someone who thrives in a fast-paced, detail-oriented environment and is passionate about delivering exceptional service.KEY RESPONSIBILITIES:**Phone & Email Communication**• Answer inbound calls live and promptly; respond to voicemails within 30 minutes.• Provide clear expectations and follow-up timelines to callers.• Log all calls in the phone log and escalate urgent/emergency requests appropriately.• Respond to emails within 4 hours; escalate or delegate when necessary.**Scheduling**• Manage the full lifecycle of mobile testing requests: intake, collector coordination,calendar invites, and reminders.• Use internal job logs and templates to track request stages (e.g., 00 PNDG REQ, 01NOT SCH, 02 PNDG CLLCT).• Confirm collector readiness and customer availability before finalizing events.**Completion**• Process and organize paperwork from collectors using Foxit PDF tools.• Upload documents to SharePoint and/or email to clients or MROs as required.• Update job logs with test results, donor names, and billing stages.**Customer Service & Sales Support**• Provide rough quotes to new inquiries and escalate to sales for formal follow-up.• Support claims, billing, and account setup as needed.• Handle emergency dispatches with urgency and professionalism.**Training & Career Progression**Your first year includes structured training and performance reviews:*MILESTONE| TIMELINE | OUTCOME*Initial Training | 0–90 days | Learn Completion & SchedulingSpecialty Training | 90–180 days | Secondary role proficiencyCSR 1 Promotion | 90 days | $0.25 raise (score is greater than or equal to 4/5)CSR 2 Promotion | 1 year | $0.25–$0.50 raise per role (score is greater than or equal to 4/5)-Primary Roles (Year 1):• Completion• Scheduling• Dispatch (24/7 Emergency)• Sales Support• Claims Support-Secondary Roles:• Account Setup• Billing• DOT Training Support• Randoms• Vendor Management-Advanced Tracks:• Lead CSR• Sales Trainer• Executive Assistant• Data Engineer **Qualifications**• Strong verbal and written communication skills.4USA-MDT Job positions• Ability to multitask and prioritize in a high-volume environment.• Proficiency with Microsoft Office, SharePoint, and CRM tools.• Detail-oriented with a customer-first mindset.• Comfortable working in a structured, protocol-driven environment.**Compensation**• Starting at $4.00/hr during training.• Raises at 90 days, 6 months, 9 months, and 1 year based on performance.• Additional incentives tied to KPIs and role proficiencyOriginally posted on Himalayas

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