Client Services Representative (CSR) – Drug & Alcohol Testing

About the role

Join our Team At TELUS Health, our Drug & Alcohol Testing Services team plays a vital role in fostering safer workplaces and healthier communities. Working as a collaborative and compassionate unit, we support employers, unions, and regulated industries across the U.S. with reliable and compliant testing services.

Responsibilities

• Program & Compliance Support: Maintain and update testing program databases (DOT, IBEW, biological monitoring); schedule and coordinate tests; track completion and follow-up; produce monthly compliance updates.
• Collection & Operations: Perform specimen collections and receive comprehensive on-the-job training to become a certified collector across all collection methods. Maintain chain-of-custody integrity, accurately complete and upload breath-alcohol test (BAT) forms, and coordinate with labs and collection sites to resolve any missing or incomplete test records.
• Client & Participant Experience: Serve as a first point of contact for participants, union members, and clients via phone, email, and in-person; schedule testing, issue documentation (clean cards, authorizations); manage shared inbox and incoming correspondence.
• Background Checks & Administrative Coordination: Process background check requests; verify documentation; handle billing/data entry; manage inventory of supplies; prepare and distribute paperwork and outbound mailings/shipments.

Qualifications

• Experience: 1–2 years in customer service, administration, or a similar fast-paced environment.
• Technical Skills: Comfortable using Microsoft Excel, scheduling tools, and data entry systems; quick to learn new software and platforms.
• Communication: Clear, professional verbal and written skills with the ability to build trust and handle sensitive conversations with empathy.
• Detail Orientation: Proven ability to stay organized, maintain accuracy with sensitive data, and consistently follow protocols to support compliance in highly regulated environments.
• Adaptability: Able to multitask, set priorities, and stay calm under pressure while keeping quality top of mind.
• Teamwork: Collaborative spirit with experience supporting colleagues across different functions (e.g., collections, admin, reporting).

Bonus Skills

• Background in healthcare, occupational health, compliance, or drug/alcohol testing.
• Familiarity with case management or testing systems.
• Knowledge of DOT or union-based testing regulations.
• Experience coordinating background checks or other regulated processes.
• Bilingual fluency (Spanish/English).

Pay

Base salary range: $42,000– $44,000/year (depending on experience).

Schedule

Consistent Monday–Friday daytime schedule (no evenings or weekends).