Overview

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. 

Responsibilities

• 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

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 DegreeBachelor’s DegreeHigh 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.

2024-64411

EEO

Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.