Customer Solutions Specialist

Quest Diagnostics - Las Vegas, NV

Full-time - Entry Level

Remote - Las Vegas, NV

Ambulatory Health Care Services

About the position

The Customer Solutions Specialist plays a crucial role in enhancing customer satisfaction and ensuring a seamless onboarding experience for new accounts. This position involves collaborating with various teams to address customer needs, resolve issues, and maintain strong relationships with clients. The specialist will also be responsible for monitoring service delivery and implementing strategies to retain at-risk customers, contributing to the overall success of the organization.

Responsibilities

• Work collaboratively with Commercial Sales to coordinate activities that maximize client satisfaction.
• Act as the operational point person for assigned strategic new accounts to ensure they have a flawless startup experience.
• Proactively evaluate customer needs and requirements to create optimal service delivery options for assigned at-risk customers.
• Partner with Commercial Sales to understand customer value propositions and key needs for a seamless transition.
• Create a start-up plan based on customer information and lead regular calls during the client setup and launch process.
• Develop strong working relationships with functional leaders and stakeholders through regular meetings.
• Schedule and conduct initial training sessions for key customers and follow up as necessary.
• Set up and monitor strategic accounts through the monitoring process, reviewing outcomes daily during the first 45 days.
• Evaluate information to create a risk-repair plan for at-risk customers and coordinate activities to maximize client satisfaction.
• Attend At Risk conferences and Daily Ops Calls to report resolution of events for key customers.
• Review Client Problem Tracking module for at-risk accounts and coordinate actions to resolve issues in a timely manner.
• Monitor client service failures and work with functional groups to develop effective action plans.
• Conduct visits or conference calls with client accounts to ensure satisfactory resolution of issues and address outstanding concerns.
• Establish routine client visitation or conference call schedules to review service metrics and satisfaction with local services.

Requirements

• Minimum four (4) years of successful customer service experience including responsibility for investigating, analyzing, and resolving customer concerns.
• Broad understanding of the laboratory business and its service requirements.
• Knowledge of billing systems is a plus.
• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
• Ability to communicate complex issues clearly and concisely.
• Strong effective presentation skills in a group setting.
• Ability to multi-task and work in a fast-paced environment.
• Strong organizational and prioritization skills.
• Proven problem-solving skills with the ability to develop appropriate resolutions.
• Ability to maintain a professional and tactful manner in stressful situations.
• Proficiency in basic computer skills (Word, Excel).
• Ability to deal with client information in a confidential manner.

Benefits

• Day 1 Medical/Dental/Vision for FT employees who work 30+ hours
• 15 PTO days 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 FT employees who work 30+ hours
• Opportunities for career advancement
• Training provided!