Customer Care Representative II
About The Position
The Customer Care Representative II delivers an exceptional and consistent customer experience for moderately complex health-related inquiries across multiple communication channels, which may include voice, mail, email, chat, and AI-related inquiries. The role supports assigned client groups, handles inbound and outbound calls using established scripts and procedures, and responds to questions about patient results, tests and services, and service concerns. The representative maintains confidentiality and provides professional, respectful, and empathetic customer service, including when communicating sensitive health information. The position is based in Clifton, New Jersey, and is scheduled Monday through Friday, 9:30 AM to 6:00 PM. The hourly pay range is $19.41 to $24.27. Salary offers depend on relevant skills, training, experience, education, certifications where applicable, and market and organizational factors. Successful candidates may be eligible for annual performance bonus compensation.
Requirements
- One to two years of related customer service excellence experience, typically including at least one year at the CSR1 level.
- High school diploma or equivalent.
- Consistent exceptional customer service, accuracy, and quality focus.
- Good performance and productivity, attendance, conduct, and teamwork.
- Typically, cross-trained in two or more moderately complex areas, with demonstrated skills in each.
- Preferred digital skills with computers, including Outlook and Excel, phone systems, chat, automation, and AI.
Nice To Haves
- Healthcare and laboratory-related experience.
- Experience delivering customer service excellence and meeting productivity, accuracy, and quality standards.
- Some college coursework; college-level clinical laboratory education is preferred.
- Ability to embrace and thrive in continuous improvement, innovation, and leveraging digital tools.
Responsibilities
- Support assigned client groups by performing moderately complex health-related customer excellence activities.
- Handle moderately complex inbound and outbound health-related customer calls using established scripts and procedures.
- Maintain complete confidentiality of customer and patient health, personal, and other information.
- Provide professional and respectful customer service, showing care and empathy when communicating sensitive health information.
- Respond to customer inquiries received by telephone, fax, email, chat, and other digital methods, including inquiries about patient results, tests and services, and service failures.
Benefits
- Day 1 medical and 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
