Senior Service Solutions Manager — Client Success

QUEST DIAGNOSTICS INC; Marlborough (MA); On-site; USD 3,914,000 - 5,870,000; Full time

Benefits offered by this job

Day 1 Medical, supplemental health, &

Dental & Vision for FT employees 30+ h

401(k) with company match

Employee stock purchase plan

Life and disability insurance

Education assistance

Job summary

Quest Diagnostics is seeking a Sr. Service Solutions Representative in Marlborough, MA, a full-time role with traditional 8:00 AM–5:00 PM hours. You will manage relationships among the commercial team, clients, and internal staff to ensure high-quality service.

Responsibilities include issue resolution, client education on Quest processes, and collaboration with internal departments to achieve timely, accurate solutions and elevate client satisfaction in a busy laboratory setting.

Qualifications

• Minimum of three (3) years of technical or customer service experience and prior experience as SSR.
• Need to live within the New England region.
• Broad understanding of the laboratory business and its service requirements.
• Knowledge of billing system aplus.

Responsibilities

• Act as the point of contact for assigned accounts and the commercial team.
• Receive, resolve and follow up with the most complex customer issues that cannot be resolved immediately.
• Provide direct support for clients by phone, email, and fax.
• Communicate actions taken in solving issues and ensure the resolution meets the client’s expectations; involve SME when appropriate for complex issues.
• Compile data when needed (TAT reports, TNP, TIQ, and problem tracking)
• Assist with client monitor reports for new, upgraded and at-risk accounts in the territory.
• Alert specialists and/or manager to potential trending client issues.
• Provide education and guidance to clients about Quest processes, products, and services.
• Assist in reviewing and maintaining the problem resolution files and ensure communication to commercial sales reps and clients.
• Partner with other internal departments to ensure timely and accurate resolution of client issues. Escalates repeat issues when necessary.
• Work with the Manager to develop efficient data collection and analysis systems that support a standard approach to service and improving Quest Diagnostics’ image.

Skills

Customer service

Communication

Problem solving

Teamwork

Project management

Mentoring

PC skills

Education

Bachelor’s degree in Life Science or related field

High School Diploma or Equivalent

Tools

MS Office (Word, Excel, PowerPoint, Access)

Job description

Quest Diagnostics is seeking a Sr. Service Solutions Representative in Marlborough, MA, a full-time role with traditional 8:00 AM–5:00 PM hours. You will manage relationships among the commercial team, clients, and internal staff to ensure high-quality service.

Responsibilities include issue resolution, client education on Quest processes, and collaboration with internal departments to achieve timely, accurate solutions and elevate client satisfaction in a busy laboratory setting.