Client Service Representative II

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness®
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

• 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.

• 2 years' experience in a similar role

• 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
• QLS
• Facilities Database
• Optimaxx

• Sitting for long periods of time.
• Repeating motions that may include the wrists, hands and/or fingers. (Typing)

• 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

Quest Diagnostics