Client Service Representative I - Temporary role until end of year | Fully
Remote
Answers and resolves telephone inquiries/requests initiated by customers or
prospective customers in a prompt, accurate and courteous manner.
Shift schedule: Mon - Fri w/ Rotational Weekends 8:00AM-5:00PM Central
Work from home requirements: Home internet hard wired to modem with minimum
100mbps download and 20mbps upload speed.
Pay: $16.50/hour
Salary offers are based on a wide range of factors including relevant skills,
training, experience, education, and, where applicable, certifications obtained.
Market and organizational factors are also considered. Successful candidates may
be eligible to receive annual performance bonus compensation.
RESPONSIBILITIES
Use professional spoken and written etiquette and all available resources to
respond to incoming customer inquiries, requests and complaints competently
and courteously.
Perform research and troubleshoot inquiries and follow up with customers on
issues that cannot be resolved immediately.
Complete all required documentation associated with the handling of received
requests while maintaining complete and accurate records.
As needed, report priority and critical matters to clients and relevant
internal parties following established procedures for reporting and
documentation.
Follow all policies regarding follow-up and shift change notification.
Follow up with relevant parties as needed, based on the issue being
addressed.
Follow through in a timely manner to resolve all issues and concerns.
Provide complete and accurate information, education and guidance to clients
about business processes
Escalate issues as appropriate to keep immediate supervisor informed of
client concerns, problems or deviations from established procedures.
Provide suggestions for process improvements to maximize quality and
efficiencies in the department
Comply with company policies and governmental regulations
Perform other duties as assigned to meet the business needs or customer
requirements.
This is not an exhaustive list of all duties and responsibilities, but rather
a general description of work performed by the position.
QUALIFICATIONS
Required Work Experience:
One year experience in a similar role.
Preferred Work Experience:
2 years of relevant professional experience.
Wellness Platforms:
Wellness Engine
QLS
Powerterm
Perceptive Content
Kofax
QDRS
APEX
Sam Perdiem Password Reset Tool
Summit App
Absorb
Toxicology Platforms:
QTN / CCI
ESP
QBS
CCF Imaging
Smartworks
ExamOne Portal
Quest Select
Eligibility
QLS
Facilities Database
Optimaxx
Physical and Mental Requirements:
Sitting for long periods of time.
Repeating motions that may include the wrists, hands and/or fingers. (Typing)
Knowledge:
Proper telephone etiquette to handle customer inquiries
Basic knowledge of operating office equipment
Basic understanding of fundamental medical and laboratory terminology
Understand the importance of Quality Service and how it is measured
Microsoft products (Outlook, Teams, Word, Excel etc.)
Salesforce
Five9
Skills:
Excellent interpersonal and communication skills (oral and written) necessary
to effectively interact with customers and co-workers
Proficiency in basic computer skills (Word, Excel, Outlook)
Ability to multi-task and work in a fast-paced environment
Strong organizational skills
Ability to analyze and solve problems.
Good listening skills
Ability to maintain professional and tactful manner in stressful situations
Ability to deal with client information in a confidential manner
Ability to work in both an individual and team environment.
Education
High School Diploma or Equivalent (Required)
Quest Diagnostics honors our service members and encourages veterans to apply.
While we appreciate and value our staffing partners, we do not accept
unsolicited resumes from agencies. Quest will not be responsible for paying
agency fees for any individual as to whom an agency has sent an unsolicited
resume.
Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender
Identity/Religion/National Origin/Disability/Vets or any other legally protected
status.