Sr. Service Solutions Representative

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

Job Description

Sr. Service Solutions Representative - Marlborough, MA, Monday to Friday, 8:00 AM to 5:00 PM

Responsible for managing the relationship with the commercial team, clients, and internal staff for assigned accounts to ensure they receive high-quality service.Focus on relationship management, problem resolution, and escalation of issues.

Pay range: $28.41 - $42.61 / 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!

Responsibilities

• Act as the point of contact for assigned accounts and the commercial team.
• Receive,resolveandfollow upwith the most complex customer issues that cannot be resolved immediately.
• Provide direct support for clients by phone, email, and fax.
• Clearly communicate actions taken in solving issues and ensure the resolution meets the client's expectations; involve the subject matter expert (SME)whenappropriate 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 managerto potential trending client issues.
• Provide education and guidance toclients about Questprocesses,products, and services.
• Assist in reviewing and maintaining the problem resolution files and ensure communication tocommercialsales representatives and clients.
• Partner withother internal departmentsto ensure timely and accurate resolution of client issues.Escalates repeat issues when necessary.
• Work with the Manager to develop efficient data collection and analyze systems that support a standard approach to service and improving the image of Quest Diagnostics. The data collection process should include feedback mechanisms that are part of continuous improvement initiatives.
• Provide feedback to Client Services Leadership.
• May provide training and guidance to Service Solutions Representative.
• May assist supervisor with schedule coordination, workflow, and timely completion of problem trackers and cases.
• 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:

• Minimum of three (3) years of technical or customer service experience and prior experience as SSR.
• Need to live within the New England region.

Knowledge:

• Broad understanding of the laboratory business and its service requirements.
• Understanding of medical terminology.
• Knowledge of billing system aplus.

Skills:

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
• Ability to communicate complex issues clearly and concisely.
• Ability to buildeffective relationships and appropriate rapport without alienatingclients or colleagues.
• Demonstrate an understanding of the urgent nature of our business and the need to proactively find and fix problems quickly and effectively.
• Ability to work in a team environment.
• Strong organizational and prioritization skills.
• Proven problem-solving skills with the ability toevaluate facts and data to draw reasonable conclusions and develop appropriate resolutions.
• Basic project management skills. QMS Certification preferred.
• Ability to maintain a professional and tactful manner in stressful situations.
• Ability to coach and mentor others.
• Strong PC skills including word processing, spreadsheets,database applications (Word, Excel, PowerPoint, Access), and other internal systems.
• Ability to deal with client information in a confidential manner.

Education

• Bachelor’s Degree Life Science, Business, Customer Relations or a related field (Preferred)
• High School Diploma or Equivalent (Preferred)

68062

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.