Job Details

Drug Testing Specialist

The Drug Testing Specialist serves as the primary subject matter resource for pre-employment, random, post-accident, and reasonable suspicion drug testing. This role requires a working understanding of the various components of drug testing, including applicable rules and regulations, and supports clients in streamlining their drug screening processes at onboarding and beyond. The Drug Testing Specialist ensures that drug tests are scheduled, reordered, and results reported to customers in a timely and accurate manner, and recommends products and services to help clients meet their organizational needs.

Core Job Duties:

• Manage incoming calls, emails, and chats.
• Resolve customer complaints and issues.
• Schedule drug test orders.
• Process incoming drug test scheduling needs for XNP (XML, New, Placeholder) orders, out-of-network drug tests, DOT Physicals, Applicant Ready orders, and add-on requests.
• Perform all daily duty tasks assigned by the Drug Testing Supervisor.
• Filter incoming drug screening results and match them to the correct reports, ensuring each drug screening item is charged appropriately.
• Follow client preferences to ensure drug tests are processed quickly and accurately.
• Maintain a mistake ratio of less than 1% of total processed reports.
• Work with clients to reschedule missed drug tests and provide information to assist account managers with specific client inquiries.

Minimum Qualifications:

• High school diploma or equivalent.
• Act as first line of contact to resolve client issues.
• Adherence to company and departmental policies.
• Attention to detail.
• Strong written and verbal communication skills.
• Ability to work effectively in a team environment.
• Problem-solving skills.

Additional Preferred Qualifications:

• 1 to 2 years of customer service experience preferred.
• Knowledge of the background screening or drug testing industry preferred.

Physical Demands:

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds.

Travel Required:

Yes, up to 15% domestic travel may be required.

Work Authorization:

Employee must be legally authorized to work in the United States.

FLSA Classification:

Hourly, non-exempt

Location:

Remote - any approved U.S. states