Logistics Call Center Representative I

Quest Diagnostics•Lenexa, KS

1d•Onsite

About The Position

The Logistics Call Center Representative I handles inbound calls from Logistics clients and ground Logistics, receives client pick-up requests, directs clients to appropriate resources, communicates with field Logistics operations, and responds to customer inquiries and complaints. The representative uses an automated Logistics System and Dispatch Application to assign routine pick-ups to appropriate internal or external resources, supporting timely delivery to the laboratory and providing accurate data for Dispatcher I and Dispatcher II functions. This role works in a fast-paced environment, handles a high volume of calls, and serves multiple regions. It requires accurate data entry, attention to detail, customer service, adherence to procedures, and the ability to prioritize and manage multiple functions. The position is in Lenexa, Kansas, with a Tuesday-to-Saturday schedule from 11:30 AM to 8:00 PM. Weekend, holiday, on-call, and overtime availability may be required based on staffing needs. The pay range starts at $17.20 per hour. The employee may be eligible for shift differential for some or all hours worked on second or third shift. Successful candidates may also be eligible for annual performance bonus compensation. Benefits vary by employment status and may include medical and supplemental health coverage, dental and vision insurance, well-being and mental health programs, vacation and health/flex time, paid holidays, a 401(k) with company match, an employee stock purchase plan, life and disability insurance, flexible spending accounts, education assistance, and career advancement opportunities.

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.
Strong attention to detail and adherence to process and procedure.
Ability to remain flexible and available based on staffing requirements, including weekends, holidays, on-call work, and overtime.

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 while meeting productivity goals in a fast-paced environment.
Learn the Dispatch Application and accurately enter pick-up 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 pick-up can be performed as requested based on multiple factors.
Use online job aids, maps, and other resources to locate information readily.
Prioritize tasks, handle multiple functions, and provide 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 needed.
Interact professionally with external and internal clients, co-workers, 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.
Perform other tasks as assigned.

Benefits

Day 1 medical and 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® 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.