Client Service Representative II

Quest Diagnostics•Marietta, GA

1h•$18

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 representative responds to customer inquiries, requests, and complaints; researches and troubleshoots issues; resolves more complex concerns under established processes and protocols; and follows up with customers and relevant parties when immediate resolution is not possible. The role requires accurate documentation, timely issue resolution, clear guidance to clients about business processes, and appropriate escalation of concerns. The representative may coach or train less experienced staff and suggest process improvements. This position is based in Marietta, Georgia, and is scheduled Monday through Friday, 8:00 AM to 5:00 PM.

Requirements

At least 2 years 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 Quality Service and how it is measured.
Knowledge of Microsoft products such as Outlook, Teams, Word, and Excel; Salesforce; and Five9.
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 remain professional and tactful 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 and perform repetitive motions that may involve the wrists, hands, and/or fingers, such as typing.

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, including Eligibility, QLS, Facilities Database, or 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 complex customer issues, including matters referred by other teams, following established processes and protocols.
Complete required documentation for received requests and maintain complete, 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 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.
May coach and/or train less experienced staff.
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 a buy-up option.
Flexible Spending Accounts.
Annual incentive plans.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.
Eligible candidates may receive annual performance bonus compensation.