Client Service Representative II

pstrongClient Service Representative II - Lewisville, TX - Wednesday - Sunday 3:30am-11:30am/strong/p pstrongPay Range: $17.20+ per hour; /strongEmployee may be eligible to receive shift differential of 10% for some or all hours worked on second shift and 15% for some or all hours worked on third shift. Additional details on shift differential will be provided if an offer is extended./p pSalary 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./p pstrongBenefits Information:/strongbr/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:/p p•nbsp;nbsp;nbsp;nbsp;Day 1 Medical, supplemental health, dental amp; vision for FT employees who work 30+ hoursnbsp;br/•nbsp;nbsp;nbsp;nbsp;Best-in-class well-being programsbr/•nbsp;nbsp;nbsp;nbsp;Annual, no-cost health assessment program Blueprint for Wellness®br/•nbsp;nbsp;nbsp;nbsp;healthyMINDS mental health programbr/•nbsp;nbsp;nbsp;nbsp;Vacation and Health/Flex Timebr/•nbsp;nbsp;nbsp;nbsp;6 Holidays plus 1 "MyDay" offbr/•nbsp;nbsp;nbsp;nbsp;FinFit financial coaching and servicesbr/•nbsp;nbsp;nbsp;nbsp;401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of servicebr/•nbsp;nbsp;nbsp;nbsp;Employee stock purchase planbr/•nbsp;nbsp;nbsp;nbsp;Life and disability insurance, plus buy-up optionbr/•nbsp;nbsp;nbsp;nbsp;Flexible Spending Accountsbr/•nbsp;nbsp;nbsp;nbsp;Annual incentive plansbr/•nbsp;nbsp;nbsp;nbsp;Matching gifts programbr/•nbsp;nbsp;nbsp;nbsp;Education assistance through MyQuest for Educationbr/•nbsp;nbsp;nbsp;nbsp;Career advancement opportunitiesbr/•nbsp;nbsp;nbsp;nbsp;and so much more!/p pDemonstrates skill and passion to deliver an exceptional and consistent customer experience of a moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc./ph3Responsibilities/h3divul liUse professional spoken and written etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously./li liPerform research and troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately./li liResearch and resolve more complex customer issues, including those referred by other teams, as part of established processes and/or protocols./li liComplete all required documentation associated with the handling of received requests while maintaining complete and accurate records./li liAs needed, report priority and critical matters to clients and relevant internal parties following established procedures for reporting and documentation./li liFollow all policies regarding follow-up and shift change notification./li liFollow up with relevant parties as needed, based on the issue being addressed./li liFollow through in a timely manner to resolve all issues and concerns./li liProvide complete and accurate information, education and guidance to clients about business processes/li liEscalate issues as appropriate to keep immediate supervisor informed of client concerns, problems or deviations from established procedures./li liMay provide coaching and/or training to less experienced staff./li liProvide suggestions for process improvements to maximize quality and efficiencies in the department/li liComply with company policies and governmental regulations/li liPerform other duties as assigned to meet the business needs or customer requirements./li liThis is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position./li /ul/divh3Qualifications/h3divpstrongRequired Worknbsp;Experience:nbsp;nbsp;/strong/p ul li2 years' experience in a similar role/li /ul pstrongPreferred Work Experience:nbsp;nbsp;/strong/p ul li2-4 years of relevant professional experience./li liWellness Platforms: ul liWellness Engine/li liQLS/li liPowerterm/li liPerceptive Contentnbsp;/li liKofax/li liQDRS/li liAPEX/li liSam Perdiem Password Reset Tool/li liSummit App/li liAbsorb/li /ul/li liToxicology Platforms: ul liQTN - CCI/li liQTN – PCT, International/li liESP/li liQBS/li liCCF Imagingnbsp;/li liSmartworks/li liExamOne Portal/li liExamOne Database/li /ul/li liQuest Select ul liEligibility/li liQLS/li liFacilities Databasenbsp;/li liOptimaxxnbsp;/li /ul/li /ul pstrongPhysical and Mental Requirements:nbsp;nbsp;/strong/p ul liSitting for long periods of time.nbsp;/li liRepeating motions that may include the wrists, hands and/or fingers. (Typing)nbsp;/li /ul pstrongKnowledge:nbsp;/strongnbsp;/p ul liProper telephone etiquette to handle customernbsp;inquiriesnbsp;/li liBasic knowledge of operating office equipmentnbsp;/li liBasic understanding of fundamental medical and laboratory terminologynbsp;/li liUnderstand the importance of Quality Service and how it isnbsp;measured ul liMicrosoft products (Outlook, Teams, Word, Excel etc.)/li liSalesforce/li liFive9/li /ul/li /ul pstrongSkills:nbsp;/strong/p ul liExcellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers/li liProficiency in basic computer skills (Word, Excel, Outlook)/li liAbility to multi-task and work in a fast-paced environment/li liStrong organizational skills/li liAbility to analyze and solve problems./li liGood listening skills/li liAbility to maintain professional and tactful manner in stressful situations/li liAbility to deal with client information in a confidential manner/li liAbility to work in both an individual and team environment/li /ul p43032/p/divh3About Company/h3divtable tbody tr tdnbsp;Quest Diagnostics honors our service members and encourages veterans to apply.brbr 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.brbr Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.nbsp;/td /tr /tbody /table/div