Client Service Representative II

QUEST DIAGNOSTICS INC; Marlborough (MA); On-site; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Client Service Representative II to enhance customer experiences in Marlborough, MA. This role requires a passion for service, utilizing various communication channels to assist clients effectively. You will be responsible for resolving inquiries, documenting interactions, and providing exceptional support. With a focus on employee well-being, the company offers comprehensive benefits, including health insurance, 401(k) matching, and career advancement opportunities. If you're ready to make a difference in customer service and join a supportive team, this is the perfect opportunity for you.

Benefits

Medical, dental & vision for FT employees

Annual health assessment program

Mental health program

Vacation and Health/Flex Time

401(k) with company match

Employee stock purchase plan

Life and disability insurance

Flexible Spending Accounts

Education assistance

Career advancement opportunities

Qualifications

• 2 years' experience in a similar role required.
• Basic understanding of medical and laboratory terminology.
• Ability to analyze and solve problems.

Responsibilities

• Respond to customer inquiries using multiple communication channels.
• Research and resolve customer issues competently.
• Maintain accurate records of customer interactions.

Skills

Excellent interpersonal skills

Communication skills (oral and written)

Proficiency in basic computer skills (Word, Excel, Outlook)

Ability to multi-task

Strong organizational skills

Problem-solving ability

Good listening skills

Ability to maintain professionalism in stressful situations

Confidentiality with client information

Ability to work in a team environment

Education

High School Diploma or Equivalent

Tools

Microsoft Outlook

Microsoft Teams

Microsoft Word

Microsoft Excel

Salesforce

Five9

Job description

Client Service Representative II - Marlborough, MA - Monday to Friday 10:30AM-7:00PM

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!

• 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 WorkExperience:

• 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)

LICENSECERTIFICATIONS

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.

2025-86048

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