{"id":1508287,"url":"https://alion.io/job/disa-representative-ii-customer-service","title":"Representative II, Customer Service","company":{"id":1972635,"name":"DISA","domain":"disa.com","url":"https://alion.io/company/disa-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":88,"open_postings":4,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":23,"computed_at":"2026-11-08T05:47:12Z"}},"role":"HR","role_family":"HR","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"EST","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":65000,"max_usd":125000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":163},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-09-09T00:00:00Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-08T19:06:53Z","board_verified":true,"closed_at":null,"days_open":60,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":60},"description":"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.\nPosition Summary: The Representative II, Customer Service supports the daily operations and client engagement within the DISA Healthcare Technology Division. This role ensures exceptional service delivery by managing client inquiries, maintaining accurate CRM records, supporting onboarding and training efforts, and ensuring compliance with industry standards and regulations. Representative II serves as a key point of contact for external customers, including College and University administrators, employers, and integration partners while contributing to customer satisfaction and retention initiatives.\nEssential functions:\nProactively engage customers through inbound and outbound outreach efforts to understand client pain points, sentiment, and overall experience, and share insights with internal stakeholders.\nBuild and strengthen customer relationships through regular check-ins and consultative conversations that drive value and retention.\nRespond promptly to inbound and outbound inquiries via phone, email, and chat, delivering professional, timely, and accurate information.\nEducate customers on optimal use of services and tools and lead onboarding sessions and educational webinars for new and existing customers.\nIdentify trends in customer feedback and document or escalate concerns, system issues, or service gaps through established case management protocols.\nResolve and document service issues in accordance with internal SOPs, ensuring that SLAs are met.\nMaintain complete and accurate customer data in CRM systems.\nParticipate in special projects, including process improvements and implementation of new division procedures, systems, and features.\nGenerate and distribute internal and external reports supporting business operations and performance metrics.\nCollaborate with Customer Success, Operations, Technical Support, Product Management, Sales, and Finance to ensure a seamless customer experience.\nAssist with onboarding and mentoring new Customer Service Representatives, including providing feedback on documentation and training materials.\nKey Skills and Experience:\nHigh school diploma or GED, with 2-3 years of customer service experience-preferably in healthcare, technology, education, or other regulated, high-volume environments.\nStrong verbal and written communication skills with the ability to clearly explain complex processes and respond professionally to diverse customer needs.\nProficiency with CRM systems (Salesforce preferred) and Microsoft Office Suite, with the ability to maintain accurate, compliant customer records.\nHigh attention to detail, strong organizational skills, and the ability to multitask effectively in a fast-paced, client-driven environment.\nDemonstrated problem-solving and issue-resolution skills, including independent troubleshooting and appropriate escalation when needed.\nProfessionalism, confidentiality, adaptability, and a collaborative mindset, with a commitment to continuous improvement and supporting team success.\nWorking Hours: Within the Operational hours of Monday - Friday- 8a-8p EST.\nBenefits:\nPersonal and Sick Paid Time Off.\n401k with a highly competitive match.\n11 Paid Holidays\nMedical/Dental and Vision.\nGroup Life Insurance, HSA/FSA\nEmployee Assistance Program\nEducational Assistance Program\nInternal Mapping: This role aligns to the internal job profile of Representative II, Customer Service within the Client Care job family.\nPhysical Requirements:\n\nWhile performing the duties of this job, the employee is regularly required to speak, hear, have close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Walk (occasionally), sit- up to 8hrs. a day, stand (occasionally), use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms, able to lift up to 15lbs.(occasionally). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\nCompensation 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.\nJob Pay Range\n16.00-20.00EEO/M/F/Vet/Disability","description_format":"text","description_chars":4844,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Human Resources","Occupational Health"],"lifecycle":[{"event":"open","at":"2026-09-30T06:50:14Z"},{"event":"close","at":"2026-10-10T16:21:57Z"},{"event":"reopen","at":"2026-10-31T01:06:19Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"green card filings: 1","filings_12m":0,"filings_prev_12m":0,"green_card_filings_12m":1,"median_offered_wage_usd":87500,"route":null,"cap_exempt":false,"checked_at":"2026-11-08T10:45:15+00:00","sources":["US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":14,"band":"cold","label":"Long shot","p_open":1,"p_active":0.504,"p_room":0.28,"age_days":60,"expected_fill_days":23,"reasons":["conf:9","win:tail","crowd:"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/disa-representative-ii-customer-service","json_url":"https://alion.io/job/disa-representative-ii-customer-service.json","meta":{"generated_at":"2026-11-08T20:29:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":42787,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1972635},"rest":"https://alion.io/mcp/rest/get_company?id=1972635"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdisa-representative-ii-customer-service"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdisa-representative-ii-customer-service"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdisa-representative-ii-customer-service"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/disa-representative-ii-customer-service\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdisa-representative-ii-customer-service"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1508287}},{"tool":"search_jobs","arguments":{"company":"disa.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1508287},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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