Client Service Representative II

Quest Diagnostics•Pompano Beach, FL

4d•Onsite

About The Position

The Client Service Representative II delivers an exceptional and consistent customer experience for inquiries of moderate complexity through multiple communication channels, which may include voice, mail, email, chat, and AI-related inquiries. The role responds to and researches customer questions, requests, and complaints; resolves issues or follows up with customers and other relevant parties; maintains accurate documentation; and provides clients with information, education, and guidance about business processes. The representative follows company policies and established procedures, escalates concerns when appropriate, and may coach or train less experienced staff and suggest process improvements. The position is based in Pompano Beach, Florida, and is scheduled Monday through Friday, 8:00 AM to 5:00 PM. The stated pay range begins at $17.71 per hour. Salary offers reflect factors such as relevant skills, training, experience, education, certifications, market conditions, and organizational factors. Successful candidates may be eligible for annual performance bonus compensation.

Requirements

At least 2 years 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 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, and of Salesforce and Five9.
Ability to sit for long periods of time.
Ability to perform repetitive motions that may involve the wrists, hands, and/or fingers, including typing.

Nice To Haves

2–4 years of relevant professional experience.
Experience with the listed wellness platforms: Wellness Engine, QLS Powerterm, Perceptive Content, Kofax, QDRS, APEX, Sam, Perdiem, Password Reset Tool, Summit App, and Absorb.
Experience with the listed toxicology platforms: QTN - CCI, QTN – PCT, International ESP, QBS, CCF Imaging, Smartworks, ExamOne Portal, ExamOne Database, Quest Select Eligibility, QLS Facilities Database, and 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 on issues that cannot be resolved immediately.
Research and resolve more complex customer issues, including issues referred by other teams, according to established processes and protocols.
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 follow-up and shift-change notifications.
Follow up with relevant parties as needed 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.
Provide coaching and/or training to less experienced staff as needed.
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 who work 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.