Customer Care Representative II

Quest Diagnostics Incorporated; Southfield (MI); Remote; USD 35,000 - 55,000; Full time

Benefits offered by this job

Day 1 medical benefits

401(k) with company match

Vacation and holidays

Employee stock purchase plan

Career advancement opportunities

Job summary

Quest Diagnostics Incorporated is seeking a Customer Care Representative II to deliver consistent, high-quality service across channels, including phone, email, and chat, in a remote setting. The role follows a Monday–Friday schedule with rotational weekends and a late-evening Eastern time shift.

Training will be remote, with a 9:00 AM–6:00 PM Eastern schedule, and the position emphasizes confidentiality, empathy, and adherence to scripts for health-related inquiries.

Qualifications

• Minimum 1–2 years of relevant customer service experience.
• Preferred health care or laboratory-related experience.
• High School diploma or equivalent required; college coursework preferred.

Responsibilities

• Handle moderate-complexity health-related customer inquiries via multiple channels.
• Follow scripts and procedures for inbound/outbound calls.
• Maintain confidentiality of health information.
• Deliver professional and empathetic customer service while addressing client needs.

Skills

Outlook

Excel

Phone systems

Chat

Automation

AI

Education

High School Diploma or Equivalent

Some College Courses

Job description

Customer Care Representative II - Monday to Friday with rotational weekends, 11:00PM-7:30AM Eastern

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.

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.

Start date

November 30th

Training Location

Remote

Training Schedule

Monday - Friday, 9:00AM - 6:00PM Eastern

Work Schedule

Remote, Monday to Friday with rotational weekends, 11:00PM-7:30AM Eastern

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
• 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 aroutine complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.

Responsibilities

• Supports assigned client group(s) performing moderate complexity health related customer excellence activities.
• Typically makes moderately complexity, inbound and outbound, health related customer calls following set scripts, procedures.
• Maintains complete customer/patient confidentiality for all health, personal and other customer information.
• Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information.
• 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.

Required WorkExperience

• 1 to 2 years related customer service excellence experience; typically, with minimum 1 year as CSR1 level.

Preferred Work Experience

• Health care and laboratory related experience.
• Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.

Physical and Mental Requirements

• Consistent exceptional customer service, accuracy and quality focus required.

Knowledge and Competencies

• CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost.
• CARE - We show each person they matter.
• COLLABORATION - We commit teamwork - inside and outside of Quest.
• CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last.
• CURIOUSITY - We ask vital questions in search of richer answers.
• FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork.
• Typically, cross trained in 2 or more moderately complex areas with demonstrated skills in each.

Skills

• Technical: Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.
• Continuous Improvement: Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.

Education

• High School Diploma or Equivalent (Required)
• Some College Courses College level clinical laboratory education preferred. (Preferred)

72582

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.