Customer Service Representative – Workers Comp Drug and Alcohol Testing

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TYPE OF WORK

Full Time

SALARY

$4 per hour USD starting ($5 to $6 average at 1 year)

HOURS PER WEEK

40

DATE UPDATED

Apr 11, 2026

JOB OVERVIEW

CUSTOMER SERVICE REPRESENTATIVE – WORKERS’ COMPENSATION
DRUG & ALCOHOL TESTING (REMOTE – PHILIPPINES)
*LOCATION: METRO MANILA & CAVITE APPLICANTS ONLY

=== ABOUT THE ROLE ===
USA Mobile Drug Testing (USAMDT) is hiring a Customer Service Representative (CSR) to support our Workers’ Compensation Drug and Alcohol Testing operations.

This role works closely with our Workers’ Compensation and Claims teams to process testing requests, coordinate collections, and obtain results as quickly and accurately as possible. Speed, attention to detail, and clear communication are critical.

This is a specialized CSR position, not a script-based call center role. You will handle live calls, time-sensitive injury-related requests, documentation, and follow-up.

We operate in a process-driven, accountability-focused environment and are organizing the company around the EOS / Traction framework, emphasizing role clarity, ownership, and disciplined execution.

This is a long-term role with structured training, scorecards, and defined milestones.

=== KEY RESPONSIBILITIES ===
PHONE & EMAIL COMMUNICATION
• Answer inbound calls live and professionally
• Return voicemails within 30 minutes
• Respond to emails within 4 hours
• Interpret unclear or rambling explanations related to injuries or claims
• Ask clarifying questions to ensure correct testing is ordered
• Communicate expectations, timelines, and next steps clearly
• Log all calls and interactions accurately
• Escalate urgent or high-risk situations immediately

WORKERS’ COMPENSATION TESTING COORDINATION
• Process workers’ compensation drug and alcohol testing requests
• Coordinate with employers, claims teams, collectors, clinics, and labs
• Schedule collections quickly and accurately
• Confirm availability before finalizing schedules
• Prioritize cases based on urgency and client requirements
• Maintain accurate job and claim status codes

RESULTS TRACKING & DOCUMENTATION
• Track collections and follow up on incomplete or missing information
• Monitor test progress and obtain results as quickly as possible
• Process paperwork from collectors and clinics
• Edit and finalize documents using Foxit PDF
• Upload documents to SharePoint or route results internally
• Update job logs with donor information, test stages, and claim status
• Ensure documentation accuracy and compliance

CUSTOMER & INTERNAL SUPPORT
• Provide status updates to employers and internal teams
• Assist with claims-related questions and next-step clarification
• Maintain professionalism during sensitive or stressful calls

=== REQUIRED EXPERIENCE AND QUALIFICATIONS ===
• Minimum 3 years supporting a small U.S.-based company
• At least 3 years of live voice experience with U.S. customers
• Strong verbal and written English at a professional level
• Ability to manage time-sensitive requests in a fast-paced environment
• Experience with Microsoft Office, SharePoint, and CRM tools
• Comfort following documented workflows and escalation paths
• High attention to detail and personal accountability

=== CRITICAL CHARACTERISTICS FOR SUCCESS ===
The ideal candidate consistently demonstrates:
• Critical thinking to interpret unclear or rambling explanations
• Intellectual humility — asks questions and seeks clarity
• Proactive behavior without waiting for direction
• Strong sense of urgency, especially for injury-related cases
• Attention to detail and follow-through
• Effective priority management and time management
• Punctuality and reliability
• Integrity — doing what you said you would do, when you said you would do it, and cleaning it up when you don’t
• Clear, concise communication that directly addresses the issue at hand

=== ENGLISH COMMUNICATION REQUIREMENT (NON-NEGOTIABLE) ===
This role requires advanced English communication to support U.S.-based employers and internal claims teams.

You must be able to:
• Clearly understand American callers in real time
• Communicate confidently without scripts
• Handle urgent or sensitive conversations professionally

--- USA ENGLISH LIVE CONVERSATION ASSESSMENT ---
• Shortlisted candidates will complete a real-time English conversation assessment
• Live voice or video format
• Scenario-based discussion
• Accent is not evaluated — clarity, comprehension, and professionalism are

=== PERSONALITY & WORK-STYLE ASSESSMENT ===
Candidates may be asked to complete a personality or work-style assessment to help evaluate communication style, accountability, and role fit. Results are reviewed alongside interviews and performance indicators and are not used as standalone pass/fail criteria.

=== POWER, INTERNET & EQUIPMENT REQUIREMENTS (NON-NEGOTIABLE) ===
POWER BACKUP
• Within 90 days, you must have 7–8 hours of reliable backup power
• Must support a laptop or desktop, second monitor, and modem/router
• Stand-alone battery solution required (multiple units acceptable)
• Photos and specifications must be provided
*** FAILURE TO MEET THIS REQUIREMENT WITHIN 90 DAYS WILL RESULT IN TERMINATION ***

HEADSET REQUIREMENT
• Professional noise-cancelling headset suitable for U.S. phone support
• Clear microphone quality with minimal background noise
• Approved headset options provided during onboarding

=== TRAINING, PERFORMANCE & CAREER PROGRESSION ===
INITIAL TRAINING (0–90 DAYS)
• Workers’ Compensation testing workflows
• Documentation standards and quality expectations
• Performance scorecards and accountability metrics

CSR LEVEL 1
• Achieved at 90 days with performance score of 4 out of 5 or higher

CSR LEVEL 2
• Earned through consistent performance and skill mastery
• Handles more complex cases with reduced supervision

This role does not include secondary roles. Focus is on Workers’ Compensation testing accuracy and speed.

=== COMPENSATION ===
• Compensation range: $4.00 to $7.00 USD per hour
• $4.00 USD per hour during training
• Raises at 90 days, 6 months, 9 months, and 12 months (performance-based)
• Additional incentives tied to KPIs and role proficiency

=== TIME OFF POLICY ===
• First 90 days: No time off
• Remainder of first year: Up to 5 unpaid days
• After one year: 5 paid days, usable in 2-hour increments
Candidates will be asked to disclose any planned time off for the next 12 months during the interview.

=== IMPORTANT NOTES ===
• Applicants must currently reside in Metro Manila or Cavite
• This role requires stability, reliability, and long-term commitment

SKILL REQUIREMENT
Critical Thinking English Proficiency Reliability
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