Customer Solutions Representative

Quest Diagnostics • Lenexa, KS

22h • Onsite

About The Position

The primary purpose of this position is to provide client support in the risk assessment division for the ExamOne portfolio of services including, but not limited to: lab, paramed, inspection, teleunderwriting, MVR, APS, imaging, etc. This role involves handling customer inquiries, resolving issues with insurance applicant orders, and acting as a liaison between various parties in the insurance process. The position also requires monitoring service levels, reporting client issues, producing reports, and adhering to quality standards.

Requirements

• High School Diploma or Equivalent (Required)
• Complete training on all service components within eight months of hire date.
• Proper telephone etiquette to handle customer inquiries.
• Basic knowledge of operating office equipment.
• Accurate typing skills, 35 wpm minimum.
• Proficiency in basic computer skills (Word, Excel, Outlook)
• Excellent interpersonal and communication skills (oral and written).
• Ability to speak the English language clearly, professionally and effectively communicate to clients, management and peer group.
• Exhibit comfortable interaction with sales, technical staff and other departments.
• Detail-oriented and accurate with names/numbers.
• Good problem-solving skills and independent decision-making abilities.
• Excellent organization and follow-through skills.
• Work in a fast-paced environment handling multiple tasks (including working with phone & PC simultaneously).
• Work independently with little supervision.
• Ability to maintain professional and tactful manner in stressful situations.
• Ability to deal with client information in a confidential manner.

Nice To Haves

• Previous customer service and/or call center experience preferred.
• 3 – 5 years previous customer service and/or call center experience preferred.
• Knowledge of life insurance industry workflow processes and/or terminology.
• Industry specific experience.
• Bachelor’s Degree (Preferred)

Responsibilities

• Handle all customer inquiries via phone, email and other electronic communication in a timely manner to effectively provide a high level of customer satisfaction.
• Utilize a variety of proprietary programs to review, research and resolve issues with insurance applicant orders ranging from routine to moderate and is responsible for providing a professional response back to clients.
• Act as a direct liaison between insurance companies, brokers, third party administrators, paramedical companies, insurance applicants and inter-company departments.
• Ongoing responsibility for maximizing department productivity standards by monitoring service levels.
• Use established protocols for reporting client issues or concerns and maintains appropriate documentation of events for management review in all systems accessed.
• Responsible for producing department /client specific reports and monitoring the status of applicant cases.
• Adhere to department quality and responsiveness standards.
• Recognize quality service issues and provide feedback to management on opportunities for improvement.
• Participate in client visits, conference calls and other customer-related communications as required.
• Other duties as assigned.

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