Client Service Representative I

Quest Diagnostics•Twinsburg, OH

1d•$16 - $23•Onsite

About The Position

The Client Service Representative I delivers an exceptional and consistent customer experience for moderately complex inquiries using multiple communication channels, which may include voice, mail, email, chat, and AI-related inquiries. The role is based in Twinsburg, Ohio, with a Monday-to-Friday schedule from 8:00 a.m. to 4:30 p.m. Pay starts at $17.20 per hour. Salary offers consider relevant skills, training, experience, education, certifications, and market and organizational factors. Successful candidates may be eligible for annual performance bonus compensation. The representative responds to customer inquiries, requests, and complaints; researches and troubleshoots issues; documents interactions; follows up to resolve concerns; and provides clients with accurate information and guidance about business processes. The role also involves escalating concerns, reporting priority matters according to procedures, suggesting process improvements, and complying with company policies and government regulations. The position requires a high school diploma or equivalent and at least one year of experience in a similar role. Two years of relevant professional experience and familiarity with listed wellness, toxicology, and Quest Select platforms are preferred. Physical requirements include sitting for long periods and repetitive wrist, hand, or finger motions such as typing.

Requirements

At least 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; Salesforce; and Five9.
Excellent oral and written interpersonal and communication skills.
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.
Ability to sit for long periods of time.
Ability to perform repetitive motions that may involve the wrists, hands, or fingers, such as typing.

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, and Absorb.
Experience with toxicology platforms: QTN / CCI, ESP, QBS, CCF Imaging, Smartworks, and ExamOne Portal.
Experience with Quest Select, including Eligibility, QLS, and Facilities Database.
Experience with Optimaxx.

Responsibilities

Respond professionally and courteously to incoming customer inquiries, requests, and complaints using available resources.
Research and troubleshoot inquiries, and follow up with customers on issues that cannot be resolved immediately.
Complete required documentation and maintain complete and accurate records.
Report priority and critical matters to clients and relevant internal parties according to established reporting and documentation procedures.
Follow policies regarding follow-up and shift-change notifications.
Follow up with relevant parties as needed to address issues.
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 buy-up option.
Flexible Spending Accounts.
Annual incentive plans.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.