Logistics Call Center Representative I

Quest Diagnostics•Lenexa, KS

4d•$17•Hybrid

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 is a hybrid position based in Lenexa, Kansas, with a Tuesday-through-Saturday schedule from 11:30 AM to 8:00 PM. The position requires flexibility based on staffing needs, including weekends, holidays, on-call availability, and overtime. The pay range starts at $17.20 per hour; shift differentials may apply for some or all hours worked on second or third shift. Employees may also be eligible for annual performance bonus compensation.

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 working knowledge of Microsoft Windows and Office products, including Word, Excel, and Outlook.
Ability to learn the Dispatch Application and accurately enter pickup requests.
Ability to handle a high volume of calls, meet productivity goals, prioritize, and manage multiple functions.
Strong attention to detail and adherence to processes and procedures.
Ability to maintain confidentiality.

Nice To Haves

Call center experience.
Associate's degree.
General knowledge of logistics operations.
Functional/technical skills, integrity and trust, customer service, drive for results, and composure.

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.
Pay close attention to detail and follow processes and procedures.
Provide outstanding customer service by listening to client concerns, conducting preliminary research, and forwarding clients to the appropriate party or escalating 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 serving multiple regions during a 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 improvement 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.