Client Service Tech Group Lead

Quest Diagnostics • San Juan Capistrano, CA

2d • Onsite

About The Position

Client Service Tech Group Lead - San Juan Capistrano, CA, Monday to Friday, 6:00 AM to 2:30 PM. This role provides leadership to the department by being a functional resource and assisting the supervisor with daily operations. Responsibilities include schedule coordination, providing input for performance reviews and disciplinary actions, and assisting other representatives to resolve complex issues for customers and technical departments. The position requires a strong understanding of clinical laboratory operations, customer service, and the ability to manage workflow and service levels.

Requirements

• Five (5) years clinical laboratory or customer service experience.
• Previous medical/technical or clinical laboratory background.
• Sitting for long periods of time.
• Repeating motions that may include the wrists, hands and/or fingers. (Typing)
• Proper telephone etiquette to handle customer inquiries.
• Basic knowledge of operating office equipment.
• Broad knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation.
• Thorough knowledge of the laboratory’s operations.
• Comprehensive knowledge of medical and laboratory terminology.
• Understand the importance of Quality Service and how it is measured.
• Excellent leadership, interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
• Proficiency in basic computer skills (Word, Excel).
• Ability to multi-task and work in a fast-paced environment.
• Ability to work under pressure with a high degree of accuracy.
• Strong organizational skills.
• Ability to analyze and solve problems.
• Good listening skills.
• Ability to maintain professional and tactful manner in stressful situations.
• Exhibit comfortable interaction with technical staff and other departments.
• Demonstrated ability to coach or train other reps.
• Ability to deal with client information in a confidential manner.
• High School Diploma or Equivalent (Required)
• English (Required)

Nice To Haves

• Bachelor’s Degree Life Science (Preferred)

Responsibilities

• Provide leadership to the department by being a functional resource and assisting the supervisor with daily operations.
• Assist with direction and monitoring of workflow to meet deadlines, ensure departmental coverage and maintain the minimum Average Speed to Answer.
• Responsible for maximizing department quality and productivity by monitoring service levels and minimizing abandoned calls.
• Provide feedback and documentation to supervisor regarding employee performance.
• Perform the duties of client service representative as needed.
• Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously.
• Research and resolve more complex customer issues, including those referred by CSRs and Tech Reps.
• Assist other representatives with unusual or complex problems.
• Follow up in a timely manner to resolve all issues and concerns that cannot be resolved immediately.
• Complete all required documentation associated with contacts and resolution.
• Maintain complete and accurate records.
• Report laboratory results to clients and patients using established protocols.
• Assists technical departments as required for problem resolution.
• Escalate issues as appropriate to keep supervisor informed of client concerns, problems, or deviations from established procedures.
• Provide suggestions for process improvements to maximize quality and efficiencies in the department.
• Participates in special projects as assigned.
• Perform other duties as assigned to meet the business needs or customer requirements.

Benefits

• Day 1 Medical
• supplemental health
• dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program
• Blueprint for Wellness® healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "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, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED