DLO Service Solutions Rep

Quest Diagnostics Incorporated; Oklahoma City (OK); On-site; USD 42,000 - 65,000; Full time

Job summary

Quest Diagnostics Incorporated in Oklahoma City is seeking a Service Solutions professional to support new and key accounts, educate clients on lab processes, and ensure timely problem resolution.

You will partner with Billing and IT to resolve issues, prepare communications for clients, and contribute to continuous improvement initiatives while maintaining a collaborative, customer-focused approach.

Qualifications

• 2–5 years of technical or customer-service experience.
• BA preferred.
• Broad understanding of the laboratory business and its service requirements.
• Proficient desktop skills: Excel, Word, Internet.
• Strong customer-service, writing, and interpersonal skills.
• Ability to work in a team and stay organized.

Responsibilities

• Educates new clients about Quest Diagnostics lab processes.
• Reviews problem-resolution files and communicates with sales.
• Ensures internal problem resolution for clients aligned with SOPs.
• Partners with Billing and IT to resolve client issues.
• Facilitates troubleshooting and communicates resolution with the appropriate teams.
• Develops data collection and analysis processes to support service improvements.
• Provides direct client support via telephone or visits.
• Develops client outreach with leadership on strategic and at‑risk accounts.
• Prepares client communications for account representatives.
• Educates clients on new products and services offered by Quest Diagnostics.
• Works with field representatives on client-based strategies.
• Gathers feedback from client satisfaction surveys and reports to leadership.

Skills

Customer service

Team collaboration

Interpersonal communication

Written communication

Time management

Education

BA preferred

Tools

Excel

Word

Internet

Job description

Job Description

Diagnostic Laboratory of Oklahoma (DLO)

Location: Oklahoma City, OK

Hours: Monday-Friday 7:30am-4:30pm

Essential Functions:

• Report to work on time and prepared for each scheduled shift
• Perform all assigned duties and processes, including tasks for which you are fully qualified and those within your demonstrated capabilities
• Maintain a positive, professional, and supportive attitude throughout the workday
• Work collaboratively as a team member and contribute to a respectful, productive work environment

Responsibilities:

• Monitors and engages with new, key and/or at-risk accounts.New accounts are monitored for 45 days; key accounts are monitored for time period set by Service Solutions Manager; at risk accounts are monitored until they are flagged as saved by Sales.
• Provides education and guidance to new clients about Quest Diagnostics lab processes.
• Aids the Service Solutions Manager in reviewing and maintaining the problem resolution files and ensuring communication to sales representatives and clients.
• Ensures internal problem resolution for clients aligned with representatives and maintains documentation in accordance with SOP's.
• Partners with Billing and IT to ensure timely and accurate resolution of client issues.
• Facilitates troubleshooting of issues by engaging appropriate Business Unit personnel to resolve service failures. Determine appropriate medium for communicating same.
• Works with Service Solutions Manager to develop efficient data collection and analysis systems that support a standard approach to service and improving the image of Quest Diagnostics. Data collection process should include feedback mechanisms that are part of continuous improvement initiatives.
• Provides direct support via telephone or client visits as needed.
• Partners with business unit leadership on customer outreach activities (vacant territories, strategic and at-risk clients, etc).
• Prepares communication materials such as Dear Client Letters, new materials, etc. for account representatives to use with clients.
• Educates clients on new products and services offered by Quest Diagnostics.
• Works in concert with field representatives to develop and implement client-based strategies.
• Contacts clients who submitted a client satisfaction survey that expressed dissatisfaction with the business unit's problem resolution process or as requested by business unit's SLT.
• Provides feedback to Client Services Leadership.

Qualifications:

Required Experience:

• 2-5 years technical or customer service experience
• BA preferred
• Broad understanding of the laboratory business and its service requirements
• Proficient desktop skills, including Excel, Word, internet etc.
• Demonstrated strong customer service and interpersonal communication skills.
• Demonstrated strong writing and composition skills.
• Ability to work in a team environment
• Strong organizational skills
• Problem Solving
• Action Oriented
• Composure
• Knowledge of billing system a plus.

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