Overview

Client Service Specialist II - Seattle, WA - Monday - Friday 8:30AM-5:00PM

Pay Range: $26.96 - $40.45 / 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!

Respond to inbound and outbound activities using multiple modes of communication. Troubleshoot, follow up and resolve the most complex customer issues that cannot immediately be resolved. Act as a liaison between Client Services and other supporting functions. 

Responsibilities

• Demonstrate knowledge and expertise in all areas of CSR I, II, III and Client Service Specialist I. 
• Consistently meet and exceed call center SLA’s with a minimum of 10% of scheduled time to inbound calls.
• Responsible to maintain a competency score of = 90% and Quality score of = 95%.
• Manage Salesforce case queues to ensure resolution meets established turnaround time. 
• Lead by example to promote teamwork and effective working relationships using excellent communication skills with other employees, functional groups and clients. 
• Assist in coordination of preparation, execution and testing of new employees and continuous training. 
• Coach and train new and existing team members. 
• Maintain and update SOP’s, procedural information and department changes; communicate department guidelines. 
• Create general scripting to ensure consistent messaging is delivered across modes of communication. 
• Monitor strategic client program dates and work with other functional departments to develop specific training. 
• Take active or lead role on special project teams, as requested. 
• Take informal leadership role to support and assist team members to ensure the highest level of team performance to meet or exceed goals and objectives. 
• Provide supervisor coverage and assistance when needed. 
• Other duties as assigned. 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:

Minimum of four (4) years previous customer service or experience in specific area of focus required. 

Preferred Work Experience:

Previous call center setting experience preferable. 

Physical and Mental Requirements:

• Ability to sit for long periods of time. 
• Ability to multi- task utilizing multiple programs and computer screens simultaneously for long periods of time. 
• Repeating motions that may include the wrists, hands and/or fingers. (Typing) 

Knowledge:

• Proper telephone etiquette and appropriate email communication. 
• Quest laboratory, customer service and products / services knowledge. 
• Knowledgeable of QMS tools, Six Sigma or Lead beneficial. 
• SME (subject matter expert) on 2 H&W products, services or platform 
• Salesforce.com software training preferred

Skills:

• Accurate typing skills, 40 wpm minimum. 
• Excellent interpersonal and communication skills (oral and written). Ability to speak the English language clearly, professionally and effectively communicate to clients, management and peer group. 
• Advanced proficiency of internet and PC based programs such as– Excel, Word, PowerPoint, Viso, CRM, SalesForce.com. 
• Ability to create reports, graphs and presentations. 
• Good problem-solving skills and independent decision-making abilities. 
• Successfully balance changing priorities to meet department goals.
• Excellent organization, time management, and follow-through skills. 
• Work in a fast-paced environment handling multiple tasks (including working with phone & PC simultaneously). 
• Work independently with minimum supervision. 
• Ability to maintain professional and tactful manner in stressful situations. 
• Ability to deal with client information in a confidential manner. 
• Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position. 

EDUCATION Bachelor’s DegreeHigh School Diploma or Equivalent(Required)LICENSECERTIFICATIONS Lean Six SigmaQMS Bronze Certification

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. 

2024-65387

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.