Category Customer Service Location Lewisville, Texas Job function Operations Job family Client Services Shift Day Employee type Regular Full-Time Work mode On-site

Client Service Representative Tech II - Lewisville, TX - Monday to Friday 8:30AM-5:00PM

Receive, prioritize and resolve problems for customers and technical departments. Resolves and assists other representatives in the research and resolution of unusual or complex problems and requests.

Pay Range: $22.43+ per 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!

Duties and Responsibilities:

Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests, and complaints competently and courteously.Research and resolve more complex customer issues, including those referred by CSRs and Tech Rep I.Assist other representatives with unusual or complex problems.Follow up in a timely manner to resolve all issues and concerns that cannot be resolved immediately.Complete all required documentation associated with contacts and resolution. Maintain complete and accurate records.Report laboratory results to clients and patients using established protocols.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 the 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.Provide suggestions for process improvements to maximize quality and efficiencies in the departmentHandles new accounts and transitional clients.May accept leadership responsibilities and delegate work in the absence of the group lead or supervisor.Participates in special projects as assigned.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.

Job Qualifications (Work Experience, Physical & Mental Requirements, Knowledge, Skills)

Required Work Experience:

Five (5) years clinical laboratory or customer service experience. Previous medical / technical or clinical laboratory background.

Knowledge:

Proper telephone etiquette to handle customer inquiriesBasic knowledge of operating office equipmentBroad knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation.Thorough knowledge of the laboratory's operations.Comprehensive knowledge of 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-workersProficiency in basic computer skills (Word, Excel)Ability to multi-task and work in a fast-paced environmentAbility to work under pressure with a high degree of accuracyStrong organizational skillsAbility to analyze and solve problems.Good listening skillsAbility to maintain professional and tactful manner in stressful situationsExhibit comfortable interaction with technical staff and other departmentsDemonstrated ability to coach or train other repsAbility to deal with client information in a confidential manner

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.

2024-71725

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