Quest Diagnostics Incorporated White Plains , NY 10601
Posted 3 days ago
Category Customer Service Location White Plains, New York Job function Operations Job family Client Services
Shift Day Employee type Regular Full-Time Work mode On-site
Client Service Representative II - White Plains, NY - Monday to Friday 9:00AM - 5:30PM
Answers and resolves telephone inquiries/requests initiated by customers or prospective customers in a prompt, accurate and courteous manner.
Pay Range: $19.44 - $29.16 / 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/Dental/Vision for FT employees who work 30+ hours
15 PTO days first year
Paid Holidays
Annual Bonus Opportunity
401(k) with matching contributions
Variable compensation plan (AIP) bonus
Employee Stock Purchase Plan (ESPP)
Employee Assistance Program (EAP)
Blueprint for Wellness
Tuition Reimbursement for undergraduate and graduate programs for FT employees who work 30+ hours
Opportunities for career advancement
Training provided!
Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously.
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 CSR I and Assistants.
Complete all required documentation associated with the handling of calls and maintain complete and accurate records.
Report priority and critical results to clients following established procedures for reporting and documentation. Follow all policies with regard to follow-up and shift change hand-off of information.
Report TNPs to clients by phone and process when contact is complete.
Report laboratory results to clients and patients using established protocols.
Follow through in a timely manner to resolve all issues and concerns.
Provide education and guidance to clients about lab processes.
Escalate issues as appropriate to keep 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
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 Work Experience:
Two (2) to three (3) years customer service and/or related health care experience required.
Preferred Work Experience:
Previous clinical laboratory and/or customer service in a call center environment preferred.
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
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
EDUCATION
High School Diploma or Equivalent(Required)
LICENSECERTIFICATIONS
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.
2024-59369
Quest Diagnostics Incorporated