Client Service Representative I

Quest Diagnostics•White Plains, NY

3d•$18 - $27

About The Position

Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.

Requirements

One year experience in a similar role.
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
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.
This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Benefits

Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
Best-in-class well-being programs
Annual, no-cost health assessment program Blueprint for Wellness®
healthyMINDS mental health program
Vacation and Health/Flex Time
6 Holidays plus 1 "MyDay" off
FinFit financial coaching and services
401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
Employee stock purchase plan
Life and disability insurance, plus buy-up option
Flexible Spending Accounts
Annual incentive plans
Matching gifts program
Education assistance through MyQuest for Education
Career advancement opportunities
and so much more!