Job title: Rep, Client Service I
Company: Quest Diagnostics
Job description: Overview
Answers and resolves telephone inquiries/requests initiated by customers or prospective customers in a prompt, accurate and courteous manner.
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Training is on-site M-F 8:30a-5p for 6-8 weeks, with a continued on-site evaluation period up to 6 months. WFH status is determined after evaluation period is completed and may be based on overall performance to include CPH metric standard. Schedules are based on current business needs and may include a M-F, T-Sat, and Sun-Thurs shift assignment.
Answers and resolves telephone inquiries/requests initiated by customers or prospective customers in a prompt, accurate and courteous manner.
Training will be conducted on-site at the PGH business unit M-F 8:30a-5pm for 6-8 weeks. Additional in-house observation period is required up to 6 months. Schedules are assigned once initial training is completed and may include M-F, T-Sat., or Sun-Thurs.
Shifts can start as early as 6:00am and as late as 12 noon- all are 8 hours.
The 12pm-8:30pm is considered 2nd shift and qualifies for a 10% shift differential
Responsibilities
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.
Complete all required documentation associated with the handling of calls and maintain complete and accurate records.
Report laboratory results to clients and patients using established protocols.
Follow through in a timely manner to resolve all issues and concerns.
Provide education and guidance to clients about lab processes.
Escalate issues as appropriate to keep supervisor informed of client concerns, problems or deviations from established procedures.
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
QUALIFICATIONS
Required Work Experience:
One (1) year of customer service and/or related health care experience is required.
Preferred Work Experience:
Previous related health care experience preferred.
Physical and Mental Requirements:
Sitting for long periods of time.
Repeating motions that may include the wrists, hands , and/or fingers. (Typing)
Knowledge:
Proper telephone etiquette to handle customer inquiries
Basic knowledge of operating office equipment
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, 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
EDUCATION
High School Diploma or Equivalent(Required)
LICENSECERTIFICATIONS
Expected salary:
Location: Pittsburgh, PA
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