Client Service Representative I

Quest Diagnostics•Twinsburg, OH

1d•Onsite

About The Position

The Client Service Representative I delivers an exceptional and consistent customer experience for inquiries of moderate complexity across multiple communication channels, which may include voice, mail, email, chat, and AI-related inquiries. The role uses available resources to respond to customer inquiries, requests, and complaints, researches and troubleshoots issues, follows up on unresolved matters, documents requests accurately, and provides clients with information and guidance about business processes. The representative follows established policies and reporting procedures, escalates issues as appropriate, and suggests process improvements to support quality and efficiency. The position is located in Twinsburg, Ohio, and is scheduled Monday through Friday from 8:00 AM to 4:30 PM. The listed pay is $17.20 or more per hour. Salary offers consider relevant skills, training, experience, education, and applicable certifications, as well as market and organizational factors. Successful candidates may be eligible for annual performance bonus compensation.

Requirements

One year of experience in a similar role.
High school diploma or equivalent.
Knowledge of proper telephone etiquette for handling customer inquiries.
Basic knowledge of operating office equipment.
Basic understanding of fundamental medical and laboratory terminology.
Understanding of the importance of Quality Service and how it is measured.
Knowledge of Microsoft products, including Outlook, Teams, Word, and Excel.
Excellent oral and written interpersonal and communication skills for interacting effectively with customers and coworkers.
Proficiency in basic computer skills, including Word, Excel, and Outlook.
Ability to multitask and work in a fast-paced environment.
Strong organizational skills.
Ability to analyze and solve problems.
Good listening skills.
Ability to maintain a professional and tactful manner in stressful situations.
Ability to handle client information confidentially.
Ability to work independently and in a team environment.

Nice To Haves

Two years of relevant professional experience.

Responsibilities

Use professional spoken and written etiquette and available resources to respond competently and courteously to incoming customer inquiries, requests, and complaints.
Research and troubleshoot inquiries, and follow up with customers on issues that cannot be resolved immediately.
Complete required documentation for received requests and maintain complete and accurate records.
Report priority and critical matters to clients and relevant internal parties as needed, following established reporting and documentation procedures.
Follow policies for follow-up and shift-change notifications.
Follow up with relevant parties as needed based on the issue being addressed.
Resolve issues and concerns in a timely manner.
Provide clients with complete and accurate information, education, and guidance about business processes.
Escalate issues as appropriate to keep the immediate supervisor informed of client concerns, problems, or deviations from established procedures.
Suggest process improvements to maximize department quality and efficiency.
Comply with company policies and governmental regulations.
Perform other duties as assigned to meet business needs or customer requirements.

Benefits

Day 1 medical, supplemental health, dental, and vision benefits for full-time employees working 30 or more hours.
Well-being programs.
Annual no-cost Blueprint for Wellness® health assessment program.
healthyMINDS mental health program.
Vacation and Health/Flex Time.
Six holidays plus one “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, with a buy-up option.
Flexible Spending Accounts.
Annual incentive plans.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.