Part Time Customer Service Representative

IHSN, located in Hudson, Wisconsin, is a small, family owned business that provides professional drug and alcohol testing program services to employers located throughout the United States. We provide services primarily for Motor Carriers regulated by the U.S. Department of Transportation and industrial employers. Our main focus is to assist employers in developing and maintaining their employment drug and alcohol testing programs as well as the processing and reporting of test results.

IHSN is seeking a friendly, organized and detail oriented individual with excellent verbal and written communication skills to join our team. The successful candidate must learn quickly, be able to multi-task, master various multi-step processes, follow detailed written procedures, type accurately and proficiently, and be skilled in the use of Microsoft Word and Excel. Post secondary education is preferred, but not required. Previous customer service experience in a professional work environment is required. While this position is part time, it fulfills essential functions for our business. IHSN is seeking a responsible, committed and professional candidate with a proven work ethic who is looking for a long-term part time position.

Hours: We are currently seeking candidates to fill two part time Customer Service positions. One position is 8 am to 12 noon Monday through Friday. The second position is 12 pm to 4 pm Monday & 12 pm to 4:30 pm Tuesday through Friday.

General Duties: The main focus of the part time customer service position is the processing and reporting of test results, setting up and coordinating testing locations as well as answering phones, and providing general client support. The duties for this position consist of a wide variety of functions including, but not limited to:

Accurately and efficiently enter data into our test processing and client management systems.
Process testing paperwork/documentation according to applicable IHSN procedures and regulatory requirements
Accurately and efficiently report test results to clients per their specific customer protocol.
Work with testing locations to obtain and process corrective test documentation when required.
Locate and coordinate the set up of testing services at various collection site locations across the country.
Ensure test results are processed in accordance with applicable regulations.
Adhere to strict IHSN confidentiality and security procedures.
Handle customer service inbound and outbound telephone calls.
Use effective fact finding communication and problem solving skills to evaluate and meet customer service needs.
Perform a variety of administrative functions such as data entry, paperwork processing, filing, copying and processing mailings.
Perform urine drug testing specimen collections.*
Be on call on a rotational basis to assist clients with the set up and coordination of after hours emergency testing (see additional details below)

* Please note: No previous specimen collection or medical training/certification is necessary. Specimen collection training will be provided in house by IHSN.

After Hours On Call Duties: A large percentage of the clients IHSN provides services for are transportation companies with testing programs that are mandated and regulated by the US Department of Transportation. If one of these clients has an employee who is involved in an accident meeting certain criteria, then post accident drug and alcohol testing is required within a limited number of hours. As a result, clients may require assistance coordinating post accident testing outside of regular business hours. While this does not happen frequently, IHSN must be available after hours to assist clients should this situation arise. As a result, our customer service staff members are on call on a rotating basis to assist clients after hours with these kinds of emergency situations. After completion of an initial training period, the candidates hired for these positions will be added to the on call rotation. This will require the successful candidate(s) to be on call 4 to 5 dates per month. This is generally one or two weeknights per month and every 4th to 5th weekend (Fri-Sun), including one holiday weekend per year. IHSN provides a cell phone and laptop that is taken home with the on call representative. Most calls can be handled remotely with these tools. On rare occasions, the on call representative may need to come in to the office after hours to provide this assistance.

Training: IHSN staff provides all training and extensive written instructions are provided for reference throughout the training process. Due to the regulated nature of the drug and alcohol testing industry, this position requires an understanding of the US Department of Transportation testing rules and regulations. The successful candidate will be trained in house by IHSN on these regulations.

Compensation: Starting wage for this position is $17 per hour. This position includes paid holiday time and paid vacation/sick time. After completion of the eligibility requirements, this position is eligible for participation in IHSN's 401(k) retirement program. No health insurance is offered for this position.

To Apply: Qualified candidates should send a resume and a cover letter explaining their qualifications and interest in the position to the address below. Please note that resumes submitted without a cover letter will not be considered.

IHSN, Inc.
Attn: Emily Battis
P.O. Box 490
Hudson, WI 54016
Or
click on "Apply" to send via email