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Client Service Representative II

Quest Diagnostics
Marietta, USA
Full-time
Junior · 2+ years experience
Onsite
$17.71
Discovered 3 days ago

Full Job Posting

Qualifications

  • Required Work Experience:
  • 2 years' experience in a similar role
  • Preferred Work Experience:
  • 2-4 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
  • QTN – PCT, International
  • ESP
  • QBS
  • CCF Imaging
  • Smartworks
  • ExamOne Portal
  • ExamOne Database
  • Quest Select
  • Eligibility
  • 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
  • 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
  • Education
  • High School Diploma or Equivalent (Required)

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
  • Education
  • High School Diploma or Equivalent (Required)

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.
  • Research and resolve more complex customer issues, including those referred by other teams, as part of established processes and/or protocols.
  • 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.
  • May provide coaching and/or training to less experienced staff.
  • 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.
  • This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

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