Client Service Representative II

Quest Diagnostics Incorporated; Cleveland (OH); On-site; USD 39,000 - 46,000; Full time

Benefits offered by this job

Medical from Day 1

Dental & Vision

401(k) with company match

Annual incentive plans

Vacation & Health/Flex Time

Job summary

Quest Diagnostics is hiring a Client Service Representative II in Cleveland, OH, working Monday to Friday, 11:30 AM to 8:00 PM. The role focuses on delivering a high-quality customer experience across multiple channels, with pay starting at $17.71 per hour and potential shift differentials and bonus opportunities.

Benefits include comprehensive plans from Day 1 for FT employees, wellness programs, health assessments, 401(k) matching, and education assistance.

Qualifications

• 2 years' experience in a similar role.
• High School Diploma or Equivalent (Required).
• Customer service experience preferred.

Responsibilities

• Respond to incoming customer inquiries, requests and complaints.
• Research and troubleshoot inquiries; follow up with customers.
• Resolve complex issues referred by other teams.
• Complete all required documentation for received requests.
• Escalate issues to supervisor as needed.
• Provide complete and accurate information about business processes.
• Follow policies regarding follow-up and shift change.
• Assist with process improvements and training as needed.
• Perform other duties as assigned.

Skills

Interpersonal skills

Communication skills

Multi-tasking

Organizational skills

Problem solving

Active listening

Confidentiality

Teamwork

Education

High School Diploma

Tools

Microsoft Office

Salesforce

Five9

Job description

Client Service Representative II - Cleveland, OH, Monday to Friday, 11:30 AM to 8:00 PM

Pay range: $17.71+ per hour; employee may be eligible to receive shift differential of 10% for some or all hours worked on second shift and 15% for some or all hours worked on third shift. Additional details on shift differential will be provided if an offer is extended.

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!

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.
• Research and resolve more complex customer issues, including those referred by other teams, as part of established processes and/or protocols.
• 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.
• May provide coaching and/or training to less experienced staff.
• 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

• 2 years' experience in a similar role

Preferred Work Experience

• 2-4 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
  • QTN - PCT, International
  • ESP
  • QBS
  • CCF Imaging
  • Smartworks
  • ExamOne Portal
  • ExamOne Database
• Quest Select
  • Eligibility
  • QLS
  • Facilities Database
  • Optimaxx

Physical and Mental Requirements

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

Knowledge

• Proper telephone etiquette to handle customerinquiries
• Basic knowledge of operating office equipment
• Basic understanding of fundamental medical and laboratory terminology
• Understand the importance of Quality Service and how it ismeasured
  • 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)

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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.