Logistics Call Center Representative I

Quest Diagnostics•Tampa, FL

2d•$17•Onsite

About The Position

The Logistics Call Center Representative I handles inbound calls from Logistics clients and ground Logistics. The role receives client pickup requests, directs clients to appropriate functional resources, communicates with field Logistics operations, and responds to customer inquiries and complaints. Using an automated Logistics System, the representative assigns routine pickups to appropriate internal or external resources to support timely delivery to the lab and provides accurate data and information to support Dispatcher I and Dispatcher II functions. This position is in Tampa, Florida, with a Monday-to-Friday schedule from 12:30 PM to 9:00 PM. The employee must also be flexible and available based on staffing requirements, which may include weekends, holidays, on-call work, and overtime.

Requirements

At least 1 year of customer service or logistics experience.
High school diploma or equivalent.
Excellent verbal and written communication skills.
Computer skills, keyboarding ability, and good working knowledge of Microsoft Windows and Office products, including Word, Excel, and Outlook.
General knowledge of logistics operations.
Functional/technical skills, integrity and trust, customer service, drive for results, and composure.

Nice To Haves

Call center experience.
Associate's degree.

Responsibilities

Handle a high volume of inbound telephone calls, meet productivity goals such as call targets and Aux Time Allowance, and work in a fast-paced environment.
Learn the Dispatch Application and accurately enter pickup requests.
Maintain strong attention to detail and adhere to processes and procedures.
Provide outstanding customer service, listen actively to client concerns, conduct preliminary research, and direct clients to the appropriate party or escalate issues to a Group Lead or Supervisor.
Determine whether a pickup can be performed as requested based on multiple factors.
Stay organized, use online job aids and maps, and locate information readily.
Prioritize and handle multiple functions while providing service to multiple regions throughout the shift.
Attend huddles and stay current on email and video communications.
May assign pickup and delivery destinations to couriers.
Interact professionally with external and internal clients, coworkers, and leadership across functions.
Accept performance feedback with a focus on improving performance and serving patients and clients with quality and accountability.
Maintain confidentiality concerning information and data received.
Remain flexible and available based on staffing requirements, including weekends, holidays, on-call work, and overtime.
Perform other tasks 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 Blueprint for Wellness health assessment program.
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.
Potential annual performance bonus compensation.
Potential shift differential of 10% for some or all second-shift hours and 15% for some or all third-shift hours.