TASC Customer Service Technician in McKinney, Texas
Under the direct supervision of the Site Supervisor, the Customer Service Technician is responsible for monitoring urine submissions and implementing urine collection protocol, policies and procedures. Will also be responsible for other drug screening collection procedures, including but not limited to hair and saliva collection. Most importantly, it is the Customer Service Technician’s job to provide a high level of professionalism in the office and to promote a working atmosphere with a high quality of customer service. This position ensures individuals are serviced professionally, promptly and accurately.
Implement urine collection protocol, policies and procedures as directed by supervisor and regulatory requirements
Observe and collect direct urine samples as well as other drug screening collection samples
In most cases, observations of clients will be same-sex, however, in some instances transgender or opposite sex observations will be required
Adhere strictly to chain of custody procedures in handling collections, samples, and information
Candidate must adhere strictly to confidentiality requirements and to adhere to established standards of hygiene and universal infection control procedures in handling all samples and supplies
Assist clients in complete required paperwork
Access client information and process all paperwork with special attention to detail and accuracy
Maintain records of urine submissions, and client data
Maintain accuracy of all court-related documents and client information
Provide excellent customer service to all individuals, treating all individuals with dignity and respect
Support and educate anxious clients to alleviate their discomfort
Instructs clients in the correct process of observed urine collections
Collects and processes monetary fees from clients
Assists in the development and maintenance of basic office routines and procedures
Assists in the physical maintenance and cleanliness of the general office areas
Completes all other tasks as assigned by Site Supervisor or Assistant Site Supervisor
Minimum of high school diploma or G.E.D. Business school coursework preferred
Must be able to de-escalate clients when necessary
Must have good organizational skills with ability to work well with frequent interruptions
Must have good command of the English language including writing and verbal communication skills.
Capable of dealing in a courteous and tactful manner to all clientele
Must have basic computer skills
Must be able to multi-task in a high paced environment
Must be able to effectively communicate with a variety of corporate, government and private agency professionals
Must be able to demonstrate integrity, avoidance of conflict of interest and resistance to client manipulation
Must pass all necessary background checks and be able to obtain a Level 1 Fingerprint clearance card.
Must pass urinalysis testing
Must be authorized to work for any employer in the United States.
WORKING CONDITIONS/PHYSICAL REQUIREMENTS:
Must be able to stand for extended periods of time up to 8 hours
Must be able to lift from floor to waist up to 10 pounds frequently and 30 pounds occasionally
Must have fine vision, sustained vision, and peripheral vision
Must have excellent communication and writing skills. Must be able to give and receive verbal and written instructions
Must possess sufficient eye/hand coordination to operate office equipment including, but not limited to, phone, computer, calculator, copier or typewriter, and vehicle, if applicable
Office and home settings with varying degrees of background noise. Lighting and ventilation vary according to location. All facilities are non-smoking. Hazards may exist if the employee fails to use proper body mechanics when lifting
Must be able to work in a typical laboratory environment
This job description is not intended to be all-inclusive. Therefore, the employee may be requested to perform other reasonable related duties as assigned by the immediate supervisor and other management as required. The company reserves the right to revise or change job duties as business requirements dictate. It is mutually agreed that the job description does not constitute a written or implied contract of employment. It is also understood that the company reserves the right to change work schedules as necessary, including overtime.
TASC, Inc. is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: TASC, Inc. is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications; without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, or any other status protected by law.