Client Service Representative II
About The Position
The Client Service Representative II 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; and provides clients with accurate information, education, and guidance about business processes. It also requires complete documentation, timely follow-up, appropriate escalation, and compliance with company policies and governmental regulations. The position is based in Lewisville, Texas, and is scheduled Friday through Tuesday, 10:00 AM to 6:30 PM. Pay starts at $17.20 per hour; eligible candidates may receive annual performance bonus compensation.
Requirements
- At least 2 years of experience in a similar role.
- High school diploma or equivalent.
- Proper telephone etiquette for handling customer inquiries.
- Basic knowledge of operating office equipment.
- Basic understanding of medical and laboratory terminology.
- Understanding of quality service and how it is measured.
- Excellent oral and written interpersonal and communication skills for interacting 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.
Nice To Haves
- 2–4 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, QTN – PCT, International, ESP, QBS, CCF Imaging, Smartworks, ExamOne Portal, or ExamOne Database.
- Experience with Quest Select tools or systems, including Eligibility, QLS, Facilities Database, or Optimaxx.
- Experience with Microsoft products such as Outlook, Teams, Word, and Excel; Salesforce; or Five9.
Responsibilities
- Respond professionally and courteously to incoming customer inquiries, requests, and complaints using available resources.
- Research and troubleshoot inquiries, and follow up with customers when issues cannot be resolved immediately.
- Research and resolve complex customer issues, including matters referred by other teams, using established processes and protocols.
- Complete required documentation and maintain complete and accurate records.
- Report priority and critical matters to clients and relevant internal parties according to established procedures.
- Follow policies for customer follow-up and shift-change notification.
- 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.
- Provide coaching and/or training to less experienced staff as needed.
- Suggest process improvements to maximize department 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
Mid Level
Education Level
High school or GED
