Customer Care Representative II

Quest Diagnostics • Shawnee, KS

289d • $17

About The Position

The Customer Care Representative II position in Lenexa, KS, is designed for individuals who demonstrate skill and passion to deliver an exceptional and consistent customer experience of moderate complexity. The role involves utilizing multiple customer communication channels, including voice, mail, email, chat, and AI-related inquiries. The working hours are Monday to Friday from 2:00 PM to 10:30 PM CST. The pay range starts at $17.20 per hour, with salary offers based on a wide range of factors including relevant skills, training, experience, education, and certifications. Successful candidates may also be eligible for annual performance bonus compensation.

Requirements

• 1 to 2 years related customer service excellence experience, typically with a minimum of 1 year as CSR1 level.
• High School Diploma or Equivalent required; some college courses preferred.
• Consistent exceptional customer service, accuracy, and quality focus required.
• Good performance & productivity, good attendance, good conduct, and good teamwork.

Nice To Haves

• Health care and laboratory related experience.
• Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.
• Good digital skills in computer applications (Outlook & Excel), phone systems, chat, automation, and AI.

Responsibilities

• Support assigned client group(s) performing moderate complexity health-related customer excellence activities.
• Make inbound and outbound health-related customer calls following set scripts and procedures.
• Maintain complete customer/patient confidentiality for all health, personal, and other customer information.
• Provide professional and respectful customer excellence.
• Demonstrate caring and empathy when delivering sensitive health information.
• Effectively respond to customer inquiries received through various digital methods including telephone, fax, email, and chat regarding patient results, inquiries of tests and services, and concerns of service failures.

Benefits

• Day 1 Medical/Dental/Vision for full-time employees who work 30+ hours.
• 15 PTO days in the first year.
• Paid Holidays.
• Annual Bonus Opportunity.
• 401(k) with matching contributions.
• Variable compensation plan (AIP) bonus.
• Employee Stock Purchase Plan (ESPP).
• Employee Assistance Program (EAP).
• Blueprint for Wellness.
• Tuition Reimbursement for undergraduate and graduate programs for full-time employees who work 30+ hours.
• Opportunities for career advancement.
• Training provided.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED