Drug Testing Specialist

About the role

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.

Responsibilities

• 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.

Requirements

• High school diploma or equivalent.
• No previous professional experience required.
• Must be legally authorized to work in the United States.
• Remote work – any approved U.S. states.
• Prolonged periods of sitting at a desk and working on a computer; must be able to lift up to 15 pounds.
• Up to 15% domestic travel may be required.
• Hourly, non-exempt FLSA classification.
• Act as first line of contact to resolve client issues.
• Adherence to company and departmental policies.

Qualifications

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

Skills

• Attention to detail.
• Strong written and verbal communication skills.
• Ability to work effectively in a team environment.
• Problem-solving skills.