Quest Diagnostics Incorporated Irving , TX 75061
Posted 2 weeks ago
Category Customer Service Location Irving, Texas Job function Operations Job family Client Services
Shift Day Employee type Regular Full-Time Work mode On-site
Client Service Representative III - Irving, TX - Monday
Friday
8:30AM-5:00PM
Responds to inbound and outbound inquiries/requests initiated by customers or prospective customers in a prompt, accurate and courteous manner.
Use professional telephone etiquette and appropriate email communications to respond to incoming customer inquiries and requests competently and courteously.
Troubleshoot and resolve both routine and complex customer issues including those that are referred by CSR I or CSR II.
Manage case queues to ensure resolution and advise clients of resolution.
Research and provide written and verbal correspondence in response to complaints from clients.
Act as liaison between assigned customer and other functional areas on customer service-related issues.
Exhibit effective interaction with other functional departments to help meet customer objectives, SLA's and customer satisfaction.
Follow through in a timely manner to resolve all issues and concerns.
Complete all required documentation associated with the handling of calls and maintain complete and accurate records.
Escalate issues as appropriate to keep supervisor informed of client concerns, problems or deviations from established procedures.
May coach and/or train new and existing team members; provide floor support.
Provide suggestions for process improvements to maximize quality and efficiencies in the department.
Consistently meet and exceed call center SLA's and established performance metrics.
Participate in special projects and utilize strong knowledge of current processes and client programs to present ideas to peers or supervisors.
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.
Experience at Quest is preferred.
Physical and Mental Requirements:
Sitting for long periods of time.
Repeating motions that may include the wrists, hands and/or fingers. (Typing)
Knowledge:
Quest laboratory, products and services knowledge is strongly desired
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
Salesforce.com Client Relationship Management software training desired
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, Visio)
Ability to multi-task and work in a fast-paced environment; balance changing priorities to meet department goals
Work with minimal supervision on daily tasks while being accountable for workload
Strong organizational skills
Ability to analyze and solve problems; use good judgement
Good listening skills
Ability to maintain professional and tactful manner to de-escalate problem callers.
Ability to deal with client information in a confidential manner
EDUCATION
Associates Degree
Bachelor's Degree
High School Diploma or Equivalent(Required)
LICENSECERTIFICATIONS
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.
2024-64410
Quest Diagnostics Incorporated