Logistics Call Center Representative I

Quest Diagnostics•Tampa, FL

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 the appropriate functional resource, 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 information to support Dispatcher I and Dispatcher II functions. This position is based in Tampa, Florida, and is scheduled Sunday through Thursday from 12:30 PM to 9:00 PM. The role requires flexibility based on staffing needs, including availability for weekends, holidays, on-call work, and overtime. The listed pay starts at $17.20 per hour. Employees may be eligible for shift differentials and annual performance bonus compensation, subject to the conditions described in the posting.

Requirements

At least 1 year of customer service or Logistics experience.
General knowledge of Logistics operations.
Functional and technical skills.
Integrity and trust.
Customer service skills.
Drive for results.
Composure.
Excellent verbal and written communication skills.
Computer skills, keyboarding ability, and working knowledge of Microsoft Windows and Office products, including Word, Excel, and Outlook.
Strong attention to detail and adherence to process and procedure.
Ability to prioritize and handle multiple functions.
Flexible availability based on staffing requirements, including weekends, holidays, on-call work, and overtime.

Nice To Haves

Call center experience.
Associate's degree.

Responsibilities

Handle a high volume of inbound telephone calls while meeting productivity goals, including call targets and Aux Time Allowance, in a fast-paced environment.
Learn the Dispatch Application and accurately enter pickup requests.
Provide outstanding customer service, listen 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.
Use online job aids, maps, and other resources to 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.
Assign pickup and delivery destinations to couriers when applicable.
Interact professionally with external and internal clients, coworkers, and leadership across functions.
Accept performance feedback with a focus on improvement and serving patients and clients with quality and accountability.
Maintain confidentiality concerning received information and data.
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 buy-up option.
Flexible Spending Accounts.
Annual incentive plans.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.