Client Service Representative II
About The Position
The Client Service Representative II delivers an exceptional, 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 inquiries, requests, and complaints; researches and troubleshoots issues; provides information and guidance about business processes; and maintains accurate records. It may also include coaching or training less experienced staff and suggesting process improvements. The position is in the Client Services department in Marietta, Georgia, with a Monday-to-Friday schedule from 8:00 AM to 5:00 PM. Pay starts at $17.71 per hour. Salary offers depend on factors such as skills, training, experience, education, certifications, market conditions, and organizational factors. Eligible candidates may receive annual performance bonus compensation.
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 medical and laboratory terminology.
- Understanding of Quality Service and how it is measured.
- Knowledge of Microsoft products, including Outlook, Teams, Word, and Excel.
- Knowledge of Salesforce and Five9.
- Excellent oral and written interpersonal and communication skills for interacting with customers and co-workers.
- 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.
Nice To Haves
- 2–4 years of relevant professional experience.
- Familiarity with the listed wellness platforms: Wellness Engine, QLS Powerterm, Perceptive Content, Kofax, QDRS, APEX, Sam, Perdiem Password Reset Tool, Summit App, and Absorb.
- Familiarity 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
- Respond professionally and courteously to incoming customer inquiries, requests, and complaints using available resources and communication channels.
- Research and troubleshoot inquiries, follow up on unresolved issues, and resolve more complex matters, including referrals from other teams, under 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 reporting and documentation procedures.
- Follow policies for customer follow-up and shift-change notifications, and coordinate with relevant parties as needed.
- 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 or train less experienced staff.
- Suggest process improvements to maximize quality and departmental 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.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
