Client Service Representative I

Quest Diagnostics; Twinsburg (OH); On-site; USD 23,419 - 28,929; Full time

Benefits offered by this job

Day 1 Medical

Annual incentive plans

401(k) company match

Life and disability insurance

Education assistance

Job summary

Quest Diagnostics is hiring a Client Service Representative I in Twinsburg, OH. The role involves handling customer inquiries via phone, email, and chat, resolving issues, and documenting requests with accuracy.

The position emphasizes professional communication, multi-tasking, and adherence to policies. The role offers day-to-day customer interactions, a team environment, and opportunities for bonuses based on performance.

Qualifications

• One year of experience in a similar role.
• High School Diploma or Equivalent is required.
• Strong customer service and communication skills.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Respond to customer inquiries with courtesy using multiple channels.
• Research and troubleshoot customer issues and follow up.
• Document handling of requests accurately.
• Escalate issues to supervisors when needed.
• Provide information and guidance on business processes.
• Suggest process improvements to increase quality and efficiency.
• Adhere to company policies and regulatory requirements.
• Perform other duties as assigned.

Skills

Interpersonal skills

Communication skills

Multitasking

Organizational skills

Problem solving

Confidential handling

Teamwork

Education

High School Diploma or Equivalent

Tools

Salesforce

Five9

Microsoft Office

Outlook

Excel

Job description

Job Description

Client Service Representative I - Twinsburg, OH
Monday to Friday, 8:00 AM to 4:30 PM
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.

Pay range: 17.20+ per 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

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part‑time or full‑time position, some of the benefits offered may include:

• 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!

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.