Client Service Representative I

Quest Diagnostics Incorporated; Marlborough (MA); On-site; USD 24,000 - 28,000; Full time

Benefits offered by this job

Day 1 Medical

401(k) with company match

Annual incentive plans

Education assistance

Job summary

Quest Diagnostics Incorporated in Marlborough, MA is seeking a Client Service Representative I to handle customer inquiries across multiple channels. The role supports a fast-paced environment with a focus on service quality and accuracy in documentation.

Qualified candidates will have at least 1 year of relevant experience, strong communication skills, and proficiency with Microsoft Office. The position offers weekday hours and competitive hourly pay.

Qualifications

• 1 year of experience in a similar role.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office and basic computer skills.

Responsibilities

• Respond to customer inquiries via phone, email, and chat with professional etiquette.
• Research and troubleshoot inquiries and follow up with customers.
• Document requests accurately and maintain records.

Skills

Excellent interpersonal communication

Multitasking

Problem solving

Customer service

Microsoft Office

Written communication

Education

High School Diploma or Equivalent (Required)

Tools

Salesforce

Five9

Job description

Job Description

Client Service Representative I - Marlborough, MA, Monday to Friday, 9:30 AM to 6:00 PM

Pay range: $17.75 - $20.57 / hour

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Job Description

Benefits Information

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness®
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "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, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.

Responsibilities

• Use professional spoken and written etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously.
• Perform research and troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.
• Complete all required documentation associated with the handling of received requests while maintaining complete and accurate records.
• As needed, report priority and critical matters to clients and relevant internal parties following established procedures for reporting and documentation.
• Follow all policies regarding follow-up and shift change notification.
• Follow up with relevant parties as needed, based on the issue being addressed.
• Follow through in a timely manner to resolve all issues and concerns.
• Provide complete and accurate information, education and guidance to clients about business processes
• Escalate issues as appropriate to keep immediate supervisor informed of client concerns, problems or deviations from established procedures.
• Provide suggestions for process improvements to maximize quality and efficiencies in the department
• Comply with company policies and governmental regulations
• Perform other duties as assigned to meet the business needs or customer requirements.
• This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Qualifications

Required Work Experience

• One year experience in a similar role.

Preferred Work Experience

• 2 years of relevant professional experience.
• Wellness Platforms:
• Wellness Engine
• QLS
• Powerterm
• Perceptive Content
• Kofax
• QDRS
• APEX
• Sam Perdiem Password Reset Tool
• Summit App
• Absorb
• Toxicology Platforms:
• QTN / CCI
• ESP
• QBS
• CCF Imaging
• Smartworks
• ExamOne Portal
• Quest Select
• Eligibility
• QLS
• Facilities Database

Optimaxx

Physical And Mental Requirements

• Sitting for long periods of time.
• Repeating motions that may include the wrists, hands and/or fingers. (Typing)

Knowledge

• Proper telephone etiquette to handle customer inquiries
• Basic knowledge of operating office equipment
• Basic understanding of fundamental medical and laboratory terminology
• Understand the importance of Quality Service and how it is measured
• Microsoft products (Outlook, Teams, Word, Excel etc.)
• Salesforce
• Five9

Skills

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers
• Proficiency in basic computer skills (Word, Excel, Outlook)
• Ability to multi-task and work in a fast-paced environment
• Strong organizational skills
• Ability to analyze and solve problems.
• Good listening skills
• Ability to maintain professional and tactful manner in stressful situations
• Ability to deal with client information in a confidential manner
• Ability to work in both an individual and team environment.

Education

• High School Diploma or Equivalent (Required)

About The Team

Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.