DLO Service Solutions Rep

Quest Diagnostics • Oklahoma City, OK

8d • $20 - $30 • Onsite

About The Position

Diagnostic Laboratory of Oklahoma (DLO) is seeking a Service Solutions Representative to join their team in Oklahoma City, OK. This role operates Monday-Friday from 7:30 am to 4:30 pm. The essential functions include reporting to work on time and prepared, performing all assigned duties, maintaining a positive and professional attitude, and working collaboratively as a team member to contribute to a respectful and productive work environment.

Requirements

• 2-5 years technical or customer service experience
• Broad understanding of the laboratory business and its service requirements
• Proficient desktop skills, including Excel, Word, internet etc.
• Demonstrated strong customer service and interpersonal communication skills.
• Demonstrated strong writing and composition skills.
• Ability to work in a team environment
• Strong organizational skills
• Problem Solving
• Action Oriented
• Composure

Nice To Haves

• BA preferred
• Knowledge of billing system a plus.

Responsibilities

• Monitors and engages with new, key and/or at-risk accounts. New accounts are monitored for 45 days; key accounts are monitored for time period set by Service Solutions Manager; at risk accounts are monitored until they are flagged as saved by Sales.
• Provides education and guidance to new clients about Quest Diagnostics lab processes.
• Aids the Service Solutions Manager in reviewing and maintaining the problem resolution files and ensuring communication to sales representatives and clients.
• Ensures internal problem resolution for clients aligned with representatives and maintains documentation in accordance with SOP’s.
• Partners with Billing and IT to ensure timely and accurate resolution of client issues.
• Facilitates troubleshooting of issues by engaging appropriate Business Unit personnel to resolve service failures. Determine appropriate medium for communicating same.
• Works with Service Solutions Manager to develop efficient data collection and analysis systems that support a standard approach to service and improving the image of Quest Diagnostics. Data collection process should include feedback mechanisms that are part of continuous improvement initiatives.
• Provides direct support via telephone or client visits as needed.
• Partners with business unit leadership on customer outreach activities (vacant territories, strategic and at-risk clients, etc).
• Prepares communication materials such as Dear Client Letters, new materials, etc. for account representatives to use with clients.
• Educates clients on new products and services offered by Quest Diagnostics.
• Works in concert with field representatives to develop and implement client-based strategies.
• Contacts clients who submitted a client satisfaction survey that expressed dissatisfaction with the business unit’s problem resolution process or as requested by business unit’s SLT.
• Provides feedback to Client Services Leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree