Client Service Representative I

Quest Diagnostics

About The Position

The Client Service Representative I delivers an exceptional and consistent customer experience for moderately complex matters through multiple communication channels, which may include voice, mail, email, chat, and AI-related inquiries. The role responds to customer questions, requests, and complaints; researches and troubleshoots issues; maintains accurate documentation; and provides clients with information and guidance about business processes. The representative follows established policies and procedures, escalates concerns when appropriate, and contributes suggestions for improving departmental quality and efficiency. This position is based in Marlborough, Massachusetts, and works Monday through Friday from 9:30 AM to 6:00 PM. The pay range is $17.75–$20.57 per hour. Salary offers depend on factors including skills, training, experience, education, certifications, and market and organizational considerations. Successful candidates may be eligible for annual performance bonus compensation.

Requirements

One year of experience in a similar role.
High school diploma or equivalent.
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 as part of a team.
Knowledge of proper telephone etiquette for handling customer inquiries.
Basic knowledge of operating office equipment.
Basic understanding of 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, and Salesforce.

Nice To Haves

Two years of relevant professional experience.

Responsibilities

Respond competently and courteously to incoming customer inquiries, requests, and complaints using professional spoken and written etiquette and available resources.
Research and troubleshoot inquiries, and follow up with customers about issues that cannot be resolved immediately.
Complete required documentation and maintain complete and accurate records of received requests.
Report priority and critical matters to clients and relevant internal parties as needed, following established reporting and documentation procedures.
Follow policies for customer follow-up and shift-change notifications.
Follow up with relevant parties as needed to address issues, and 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 and keep the immediate supervisor informed of client concerns, problems, or deviations from established procedures.
Suggest process improvements to maximize departmental 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 coverage for full-time employees working 30 or more hours.
Well-being programs.
Annual no-cost health assessment program.
Blueprint for Wellness® 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.