Client Services Rep/Office Services

Quest Diagnostics; Lansing (MI); Remote; USD 20,000 - 28,000; Full time

Benefits offered by this job

Day 1 Medical and benefits

Vacation and health time

401(k) with company match

Employee stock purchase plan

Life and disability insurance

Flexible Spending Accounts

Job summary

Quest Diagnostics Incorporated is seeking a Customer Care Representative to work remotely with residency in Michigan. Training occurs remotely, Monday–Friday, 8:00AM–5:00PM Central; post-training, schedule shifts include remote weekdays with weekend rotation and Eastern time.

The role includes handling inbound/outbound calls, multi-channel inquiries, and maintaining confidentiality while delivering high-quality customer service. Benefits and a performance bonus may apply.

Qualifications

• 1 year of related customer service excellence experience.
• Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.
• CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost.

Responsibilities

• Deliver an exceptional and consistent customer experience across routine inquiries via voice, email, chat, and other channels.
• Support assigned client group(s) performing routine health-related customer excellence activities.
• Handle routine outbound and inbound full service calls following scripts and procedures.
• Maintain complete customer/patient confidentiality for all health, personal and other customer information.
• Provide professional, respectful customer excellence and respond to inquiries regarding patient results, tests, and services.
• Supports all client group(s) based on business needs.

Skills

Customer service

Communication

Multitasking

Problem solving

Tools

Outlook

Excel

Job description

Customer Care Representative - Remote (candidates should be residing in Michigan) Pay range: $17.20+ per hourSalary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Successful candidates may be eligible to receive annual performance bonus compensation.

Training Location:

Remote

Training Schedule:

Monday - Friday, 8:00AM - 5:00PM Central (9:00AM - 6:00PM Eastern)

Work Schedule:

Remote Monday - Friday with Rotational Weekends, between the hours of 6:00AM - 10PM Eastern (Tentative)

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
• 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

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

Supports assigned client group(s) performing routine complexity health related customer excellence activities.

Handles routine Outbound and Inbound Full Service calls in a timely manner following set scripts and procedures, as applicable.

Maintains complete customer/patient confidentiality for all health, personal and other customer information.

Provides professional, respectful, customer excellence. Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.

Supports all client group(s) based on business needs.

Required Work Experience

• 1-year related customer service excellence experience.

Preferred Work Experience

Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.Consistent exceptional customer service, accuracy and quality focus required.

CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost.

CARE - We show each person they matter.

CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last.

Good performance & productivity, good attendance, good conduct, good teamwork.

Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.

Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital

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

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