Client Service Representative I
About The Position
The Client Service Representative I delivers an exceptional and consistent customer experience for moderately complex matters using multiple communication channels, which may include voice, mail, email, chat, and AI-related inquiries. The role responds to customer inquiries, requests, and complaints; researches and troubleshoots issues; maintains accurate documentation; and follows through with customers and relevant parties until issues are resolved. The representative provides clients with accurate information and guidance about business processes, escalates concerns as appropriate, and contributes suggestions for improving departmental quality and efficiency. The position is based in Shelton, Connecticut, and is scheduled Monday through Friday, 8:30 AM to 5:30 PM. The stated pay range is $17.76–$22.21 per hour. 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 such as Outlook, Teams, Word, and Excel; Salesforce; and Five9.
- 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.
- Experience with wellness platforms: Wellness Engine, QLS, Powerterm, Perceptive Content, Kofax, QDRS, APEX, Sam Perdiem Password Reset Tool, Summit App, or Absorb.
- Experience with toxicology platforms: QTN / CCI, ESP, QBS, CCF Imaging, Smartworks, or ExamOne Portal.
- Experience with Quest Select, including Eligibility, QLS, or Facilities Database.
- Experience with Optimaxx.
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 about 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 regarding follow-up and shift-change notification.
- 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 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 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
