Client Service Representative I - Bilingual (English, Spanish)

Quest Diagnostics•Lenexa, KS

10d•Remote

About The Position

This is a temporary role until the end of the year, fully remote. The Client Service Representative I - Bilingual (English-Spanish) will answer and resolve telephone inquiries/requests initiated by customers or prospective customers in a prompt, accurate, and courteous manner. The training schedule is 3-4 weeks, Monday - Friday 8:00 AM - 4:30 PM Central. The shift schedule will be assigned after training, with a start time between 7:00 AM - 10:30 AM Central, and a rotating Saturday schedule. Work from home requires home internet hard wired to the modem with a minimum of 100mbps download and 20mbps upload speed. The start date is June 8th. The pay is $17/hour for English/Spanish Bilingual candidates. 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.

Requirements

One year experience in a similar role.
Home internet hard wired to modem with minimum 100mbps download and 20mbps upload speed.
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.
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.

Nice To Haves

2 years of relevant professional experience.
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.

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.