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 pick-up requests, directs clients to appropriate resources, communicates with field Logistics operations, and responds to customer inquiries and complaints. Using an automated Logistics System, the representative assigns routine pick-ups to appropriate internal or external resources to support timely delivery to the laboratory and provides accurate data and information to support Dispatcher I and Dispatcher II functions. This is a Tampa, Florida position with a scheduled shift from 12:30 PM to 9:00 PM, Sunday through Thursday. The pay range starts at $17.20 per hour. The 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 consider 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.
Excellent verbal and written communication skills.
Computer skills, keyboarding ability, and working knowledge of Microsoft Windows and Office products, including Word, Excel, and Outlook.
General knowledge of logistics operations.
Ability to meet productivity goals and perform accurately in a fast-paced environment.
Ability to maintain confidentiality.
Skills in functional/technical work, integrity and trust, customer service, drive for results, and composure.
Availability and flexibility 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, 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 pick-up requests.
Maintain strong attention to detail and follow processes and procedures.
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.
Stay organized, use online job aids and maps, and locate information readily.
Prioritize and handle multiple functions while serving 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 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 buy-up option.
Flexible Spending Accounts.
Annual incentive plans.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.