Customer Care Tech Representative I

Quest Diagnostics Incorporated•Salt Lake City, UT

46d•Remote

About The Position

Customer Care Tech Representative I - Tuesday to Saturday 9:00AM-5:30PM PST Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation. Benefits Information: We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects - physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include: 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 and so much more! Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a routine complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc. Strategic problem solver who focuses on customer collaboration and business knowledge to ensure best possible outcomes. Exhibited a high level of professionalism and performance in a CSR I or CSR II role, or comparable experience with similar success.

Requirements

2 to 3 years related customer service excellence experience.
Consistent exceptional customer service, accuracy and quality focus required.
CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost.
CARE - We show each person they matter.
COLLABORATION - We commit teamwork - inside and outside of Quest.
CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last.
CURIOUSITY - We ask vital questions in search of richer answers.
FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork.
Typically, cross trained in 2 or more moderately complexity areas with demonstrated skills in each.
SME for critical functions in assigned key customer segment.
Technical: Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.
Continuous Improvement: Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.

Nice To Haves

Health care and laboratory related experience.
Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.

Responsibilities

Supports assigned client group(s) performing advanced complexity health related customer excellence activities.
Typically makes advanced complexity, inbound, health related customer calls following set scripts, procedures.
Maintains complete customer/patient confidentiality for all health, personal and other customer information.
Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information.
Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.
Problem resolution and advise peers on complex, procedural questions; Apply strong working knowledge of lab procedures.
Problem resolution and advise peers on complex, procedural questions; Apply strong working knowledge of lab procedures.
Technical documentation, coaching, training and support to frontline reps. Resolve and follow-up complex technical issues and evaluate recommend process improvement/get to root cause.

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
Annual performance bonus compensation