Client Service Representative I

Quest Diagnostics Incorporated; Marlborough (MA); Presencial; USD 24.000 - 28.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Day 1 Medical

401(k) match up to 5%

Annual incentive plans

Education assistance

Descripción de la vacante

Quest Diagnostics Incorporated in Marlborough, MA is hiring a Client Service Representative I. The role supports customers through multiple channels with professional etiquette, while documenting requests and resolving issues per company procedures.

Qualified candidates have at least 1 year in a similar role, familiarity with Salesforce and Five9, and strong communication and multitasking skills. Comprehensive benefits and growth opportunities are offered.

Formación

• One year experience in a similar role.
• Preferred two years of relevant professional experience.
• Knowledge of medical and laboratory terminology is a plus.

Responsabilidades

• Respond to incoming customer inquiries, requests and complaints politely and competently.
• Research and troubleshoot inquiries and follow up with customers.
• Document all requests and maintain accurate records.
• Escalate issues to supervisors as needed for timely resolution.
• Provide information and guidance about business processes to clients.
• Contribute to process improvements to enhance quality and efficiency.
• Comply with company policies and governmental regulations.

Conocimientos

Customer service

Communication

multitask

Organizational skills

Problem solving

Confidentiality

Teamwork

Educación

High School Diploma or Equivalent

Herramientas

Salesforce

Five9

Absorb

QDRS

Quest Summit App

QLS

Descripción del empleo

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.

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 WorkExperience:

• 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)

73006

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.