Client Service Representative I

Client Service Representative I

Job Description: 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.

Responsibilities:

• Use professional spoken and written etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously.
• Perform research and troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.
• Complete all required documentation associated with the handling of received requests while maintaining complete and accurate records.
• As needed, report priority and critical matters to clients and relevant internal parties following established procedures for reporting and documentation.
• Follow all policies regarding follow-up and shift change notification.
• Follow up with relevant parties as needed, based on the issue being addressed.
• Follow through in a timely manner to resolve all issues and concerns.
• Provide complete and accurate information, education and guidance to clients about business processes.
• Escalate issues as appropriate to keep immediate supervisor informed of client concerns, problems or deviations from established procedures.
• Provide suggestions for process improvements to maximize quality and efficiencies in the department.
• Comply with company policies and governmental regulations.
• Perform other duties as assigned to meet the business needs or customer requirements.

Qualifications:

• Required Work Experience: One year experience in a similar role.
• Preferred Work Experience: 2 years of relevant professional experience.
• Wellness Platforms: Wellness Engine QLS Powerterm Perceptive Content Kofax QDRS APEX Sam Perdiem Password Reset Tool Summit App Absorb Toxicology Platforms: QTN / CCI ESP QBS CCF Imaging Smartworks ExamOne Portal Quest Select Eligibility QLS Facilities Database Optimaxx
• Physical and Mental Requirements: Sitting for long periods of time. Repeating motions that may include the wrists, hands and/or fingers. (Typing)
• Knowledge: Proper telephone etiquette to handle customer inquiries Basic knowledge of operating office equipment Basic understanding of fundamental medical and laboratory terminology Understand the importance of Quality Service and how it is measured Microsoft products (Outlook, Teams, Word, Excel etc.) Salesforce Five9
• Skills: Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers Proficiency in basic computer skills (Word, Excel, Outlook) Ability to multi-task and work in a fast-paced environment Strong organizational skills Ability to analyze and solve problems. Good listening skills Ability to maintain professional and tactful manner in stressful situations Ability to deal with client information in a confidential manner Ability to work in both an individual and team environment.

48712 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. or any other legally protected status. Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets