Client Service Representative

Client Service Representative I (Onsite / Shelton, CT)

Hours: Monday to Friday, 9:00AM to 5:30PM

Pay Range: $17.33 - $25.99 per hour

Benefits:

• Day 1 Medical, supplemental health, dental & vision (full‑time)
• Best‑in‑class well‑being programs
• Annual, no‑cost health assessment program Blueprint for Wellness
• healthy
  
  MINDS mental health program
• Vacation and Health/Flex Time
• 6 holidays plus 1 “MyDay” off
• Fin Fit financial coaching and services
• 401(k) pre‑tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy‑up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities

• Use professional spoken and written etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously.
• Perform research and troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.
• Complete all required documentation associated with the handling of received requests while maintaining complete and accurate records.
• As needed, report priority and critical matters to clients and relevant internal parties following established procedures.
• Follow all policies regarding follow‑up and shift change notification.
• Follow up with relevant parties as needed, based on the issue being addressed.
• Follow through in a timely manner to resolve all issues and concerns.
• Provide complete and accurate information, education and guidance to clients about business processes.
• Escalate issues as appropriate to keep immediate supervisor informed of client concerns, problems or deviations from established procedures.
• Provide suggestions for process improvements to maximize quality and efficiencies in the department.
• Comply with company policies and governmental regulations.
• Perform other duties as assigned to meet the business needs or customer requirements.
• Note:
  
  This is not an exhaustive list but a general description of work performed by the position.

Required

Work Experience:

• One year experience in a similar role.

Preferred

Work Experience:

• 2 years of relevant professional experience.
• Quest Select:
  • Eligibility
  • QLS
  • Facilities Database

Physical and Mental Requirements:

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

Knowledge:

• Proper telephone etiquette to handle customer inquiries.
• Basic knowledge of operating office equipment.
• Basic understanding of fundamental medical and laboratory terminology.
• Understand the importance of Quality Service and how it is measured.
• Microsoft products (Outlook, Teams, Word, Excel, etc.).
• Salesforce.
• Five
  9.

Skills:

• Excellent interpersonal and communication skills (oral and written) necessary to 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 a professional and tactful manner in stressful situations.
• Ability to deal with client information in a confidential manner.
• Ability to work in both an individual and team environment.

Education: High School Diploma or Equivalent (Required).

Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.

Quest Diagnostics honors our service members and encourages veterans to apply.