Customer Solutions Representative

Quest Diagnostics • Lenexa, KS

1d • Hybrid

About The Position

The Customer Solutions Representative provides client support in the risk assessment division for the ExamOne portfolio of services, including lab, paramed, inspection, teleunderwriting, MVR, APS, and imaging services. The role is based in Lenexa, Kansas, and follows a Monday-to-Friday schedule from 9:00 AM to 5:30 PM Central. It is hybrid, with three onsite days and two remote days; core office days are Tuesday and Wednesday. Pay starts at $17.20 per hour. Salary offers consider relevant skills, training, experience, education, certifications where applicable, as well as market and organizational factors. Successful candidates may be eligible for annual performance bonus compensation.

The representative handles client inquiries and insurance applicant order issues, serves as a liaison among clients and internal and external parties, monitors service levels and applicant cases, prepares reports, documents issues, and helps maintain department quality and responsiveness standards. The role requires completion of training on all service components within eight months of hire.

Requirements

• High school diploma or equivalent required.
• Complete training on all service components within eight months of hire.
• Previous customer service and/or call center experience is preferred.
• Proper telephone etiquette for handling customer inquiries.
• Basic knowledge of operating office equipment.
• Accurate typing skills of at least 35 words per minute.
• Proficiency in basic computer skills, including Word, Excel, and Outlook.
• Excellent oral and written interpersonal and communication skills, including the ability to speak English clearly and professionally and communicate effectively with clients, management, and peers.
• Ability to interact comfortably with sales, technical staff, and other departments.
• Attention to detail and accuracy with names and numbers.
• Good problem-solving skills and independent decision-making abilities.
• Excellent organization and follow-through skills.
• Ability to work in a fast-paced environment, manage multiple tasks, and use a phone and PC simultaneously.
• Ability to work independently with little supervision.
• Ability to maintain a professional and tactful manner in stressful situations.
• Ability to handle client information confidentially.

Nice To Haves

• Bachelor's degree preferred.
• Three to five years of previous customer service and/or call center experience preferred.
• Knowledge of life insurance industry workflow processes and/or terminology.
• Industry-specific experience.

Responsibilities

• Handle customer inquiries by phone, email, and other electronic communication in a timely manner to provide a high level of customer satisfaction.
• Use proprietary programs to review, research, and resolve routine-to-moderate issues with insurance applicant orders and provide professional responses to clients.
• Act as a direct liaison among insurance companies, brokers, third-party administrators, paramedical companies, insurance applicants, and inter-company departments.
• Monitor service levels and contribute to maximizing department productivity standards.
• Follow established protocols for reporting client issues or concerns and maintain appropriate documentation in all systems accessed for management review.
• Produce department- or client-specific reports and monitor applicant case status.
• Adhere to department quality and responsiveness standards.
• Recognize service-quality issues and provide management with feedback on opportunities for improvement.
• Participate in client visits, conference calls, and other customer-related communications as required.
• Perform other duties as assigned.

Benefits

• Day 1 medical, supplemental health, dental, and vision coverage for full-time employees working 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.

What This Job Offers

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