Client Service Representative II
Company: Quest Diagnostics Incorporated
Location: White Plains
Posted on: April 22, 2024
Job Description:
Client Service Representative II - White Plains, NY - Monday to
Friday 9:00AM - 5:30PMAnswers and resolvestelephone
inquiries/requests initiated by customers or prospective customers
in a prompt, accurate and courteous manner.Pay Range: $19.44 -
$29.16 / hourSalary 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+ hours15 PTO days first yearPaid
HolidaysAnnual Bonus Opportunity401(k) with
matchingcontributionsVariable compensation plan (AIP) bonusEmployee
Stock Purchase Plan (ESPP)Employee Assistance Program
(EAP)Blueprint for WellnessTuition Reimbursement for undergraduate
and graduate programs for FT employees who work 30+
hoursOpportunities for career advancementTraining provided!
- Use proper telephone etiquette and all available resources
torespond to incoming customer inquiries,requestsand 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
policieswith regard tofollow-up and shift change hand-off of
information.
- ReportTNPsto 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 toresolveall issues and
concerns.
- Provide education and guidance to clients aboutlab
processes.
- Escalate issues as appropriate to keep supervisor informed
ofclient concerns,problemsor 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 thedepartment
- 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.
QUALIFICATIONSRequired WorkExperience:Two(2)to
three(3)yearscustomer service and/or related health care experience
required.Preferred Work Experience:Previousclinical 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, handsand/or
fingers. (Typing)Knowledge:
- Proper telephone etiquette to handle customerinquiries
- Basic knowledge of operating office equipment
- Basic understanding of fundamental medical and laboratory
terminology
- Understand the importance of Quality Service and how it
ismeasuredSkills:
- Excellent interpersonal and communication skills(oral and
written)necessary to effectively interact with customers
andco-workers
- Proficiency in basic computer skills (Word, Excel,
Outlook)
- Abilityto multi-taskand work in afast-pacedenvironment
- Strong organizational skills
- Ability to analyze and solve problems.
- Good listening skills
- Ability to maintain professional and tactful manner in
stressfulsituations
- Ability to deal with client information in a
confidentialmannerEDUCATION 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
Keywords: Quest Diagnostics Incorporated, New Rochelle , Client Service Representative II, Sales , White Plains, New York
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