Logistics Call Center Representative I

Quest Diagnostics•Tampa, FL

1d•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 the appropriate functional resource, communicates with field Logistics operations, responds to customer inquiries and complaints, and uses an automated Logistics System to assign routine pickups to appropriate internal or external resources for timely delivery to the lab. The representative also provides accurate information to support Dispatcher I and Dispatcher II functions and may assign pickup and delivery destinations to couriers. This position is based in Tampa, Florida, and is scheduled Monday through Friday from 12:30 PM to 9:00 PM. The representative works in a fast-paced, high-volume call environment, meets productivity goals, learns and uses the Dispatch Application, and prioritizes multiple functions and service requests across multiple regions. The role requires professional interactions with clients, coworkers, and leadership, maintaining confidentiality, and flexibility to meet staffing needs, including weekends, holidays, on-call work, and overtime. The stated pay range begins at $17.20 per hour. An employee may be eligible for a shift differential of 10% for some or all second-shift hours and 15% for some or all third-shift hours. Successful candidates may also be eligible for annual performance bonus compensation. Salary offers depend on factors including relevant skills, training, experience, education, certifications, market conditions, and organizational factors.

Requirements

At least 1 year of customer service or Logistics experience.
High school diploma or equivalent.
Strong attention to detail and adherence to processes and procedures.
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 be flexible and available based on staffing requirements, including weekends, holidays, on-call work, and overtime.
Ability to handle a fast-paced, high-volume environment, prioritize tasks, and provide service to multiple regions.

Nice To Haves

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

Responsibilities

Handle a high volume of inbound telephone calls and meet productivity goals, including call targets and Aux Time Allowance.
Learn the Dispatch Application and accurately enter pickup requests.
Provide outstanding customer service by listening to client concerns, conducting preliminary research, and directing or escalating issues to the appropriate party, 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 manage multiple functions while serving multiple regions throughout the shift.
Attend huddles and stay current on email and video communications.
Assign pickup and delivery destinations to couriers when needed.
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.
Perform other tasks as assigned.

Benefits

Day 1 medical, supplemental health, dental, and vision coverage for full-time employees who work 30 or more hours.
Well-being programs.
Annual no-cost health assessment program, Blueprint for Wellness®.
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.