Client Service Representative II

Quest Diagnostics Incorporated - Marietta, GA

Full-time - Entry Level

Marietta, GA

Ambulatory Health Care Services

About the position

The Client Service Representative II position in Marietta, GA involves answering and resolving telephone inquiries and requests from customers or prospective customers in a prompt, accurate, and courteous manner. The role requires the use of proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests, and complaints competently and courteously. The representative will troubleshoot inquiries, follow up with customers on unresolved issues, and research and resolve more complex customer issues. Additionally, the representative will complete all required documentation associated with handling calls and maintain complete and accurate records. The position also involves reporting priority and critical results to clients, providing education and guidance about lab processes, and escalating issues as appropriate to keep supervisors informed of client concerns. The role may include coaching and training less experienced staff and providing suggestions for process improvements.

Responsibilities

• Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests, and complaints competently and courteously.
• Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.
• Research and resolve more complex customer issues, including those referred by CSR I and Assistants.
• Complete all required documentation associated with the handling of calls and maintain complete and accurate records.
• Report priority and critical results to clients following established procedures for reporting and documentation.
• Report TNPs to clients by phone and process when contact is complete.
• Report laboratory results to clients and patients using established protocols.
• Follow through in a timely manner to resolve all issues and concerns.
• Provide education and guidance to clients about lab processes.
• Escalate issues as appropriate to keep supervisor informed of client concerns, problems, or deviations from established procedures.
• May provide coaching and/or training to less experienced staff.
• Provide suggestions for process improvements to maximize quality and efficiencies in the department.
• Perform other duties as assigned to meet the business needs or customer requirements.

Requirements

• Two (2) to three (3) years customer service and/or related health care experience required.
• High School Diploma or Equivalent required.

Nice-to-haves

• Previous clinical laboratory and/or customer service in a call center environment preferred.

Benefits

• Day 1 Medical/Dental/Vision for FT employees who work 30+ hours
• 15 PTO days first year
• Paid Holidays
• Annual Bonus Opportunity
• 401(k) with matching contributions
• Variable compensation plan (AIP) bonus
• Employee Stock Purchase Plan (ESPP)
• Employee Assistance Program (EAP)
• Blueprint for Wellness
• Tuition Reimbursement for undergraduate and graduate programs for FT employees who work 30+ hours
• Opportunities for career advancement
• Training provided!