Category Customer Service Location San Juan Capistrano, California Job function Operations Job family Client Services Shift Evening Employee type Regular Full-Time Work mode On-site

Client Service Representative - Tech I - San Juan Capistrano, CA | Tuesday - Saturday, 12:00 PM - 8:30 PM

Receive, prioritize and resolve problems for customers and technical departments. Handle routine manual and interface problems and concerns. 

Pay Range: $21.38 - $32.08 / 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!

Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests ,and complaints competently and courteously. Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately. Follow through in a timely manner to resolve all issues and concerns. Complete all required documentation associated with contacts and resolution. Maintain complete and accurate records. Report laboratory results to clients and patients using established protocols.  Research and resolve more complex customer issues, including those referred by CSR I, II and Assistants. Receive report for missing specimens and resolve the issues with proper documentation and communication with affected customers according to established policies. This includes missing specimens that have been accessioned, those not reported by customers and not accessioned and specimens identified on the interface pending lists. Assists technical departments as required for problem resolution. Provide education and guidance to clients about lab processes and the appropriate handling and shipping of samples. Perform appends, deletes, edits and demographic changes to ensure appropriate handling, testing and reporting of test results. Process confirmation and corrected reports as required. Process return specimens to clients as needed. Escalate issues as appropriate to keep 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 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:  

Three (3) to five (5) years clinical laboratory or customer service experience. 

Preferred Work Experience:  

Previous clinical laboratory and/or customer service in a call center environment preferred.  

Knowledge:  

Proper telephone etiquette to handle customer inquiries Basic knowledge of operating office equipment Broad knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation. Good understanding of fundamental medical and laboratory terminology. Understand the importance of Quality Service and how it is measured  

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) Ability to multi-task and work in a fast-paced environment Ability to work under pressure with a high degree of accuracy Strong organizational skills Ability to analyze and solve problems. Good listening skills Ability to maintain professional and tactful manner in stressful situations Exhibit comfortable interaction with technical staff and other departments Demonstrated ability to coach or train other reps Ability to deal with client information in a confidential manner 

Education:
High School Diploma or Equivalent(Required)

License & Certifications (not required):
Medical Lab Technician Certification
Medical Technologist Certification

Physical and Mental Requirements:

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

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.

2024-72599

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets