Client Services Representative (CSR) Drug & Alcohol Testing

Client Services Representative (CSR) Drug & Alcohol Testing

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider encompassing physical, mental and financial health TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

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.

We're seeking a Client Services Representative (CSR) who thrives in a fast-paced environment, values teamwork, and takes pride in delivering exceptional service. In this meaningful role, your attention to detail and commitment to care will directly contribute to the safety, integrity, and well-being of the organizations and individuals we support every day.

What You'll Do

• 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.

What You Bring

• Experience: 12 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 that set you apart:
• 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).

Why Join TELUS Health?

• Comprehensive benefits package, including group insurance, PTO, and retirement plan.
• Consistent MondayFriday daytime schedule (no evenings or weekends).
• A supportive team environment with training, mentorship, and career growth opportunities.

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

A bit about us

We're a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS Health is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies' Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.