Client Service Representative I

Quest Diagnostics•Brookfield, WI

2d•$17 - $24•Onsite

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 requests and complaints, researches and troubleshoots issues, provides guidance about business processes, documents interactions accurately, and follows up to resolve concerns. The position is based in Brookfield, Wisconsin, with a Monday-to-Friday schedule from 10:00 AM to 4:30 PM. Pay starts at $17.20 per hour; eligible candidates may also receive annual performance bonus compensation. The role requires professional, courteous communication; sound judgment in handling customer and client information; and the ability to work independently and with a team in a fast-paced environment. The representative follows company policies and governmental regulations, established reporting and escalation procedures, and requirements for follow-up and shift-change notification. A high school diploma or equivalent and one year of experience in a similar role are required.

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 such as 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 both independently and as part of a team.

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.
Experience with Salesforce or Five9.

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 when issues 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 regarding customer 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 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.