Customer Care Representative II

Customer Care Representative II – Jackson, MS

Monday to Friday, 1:00 PM to 9:30 PM

Demonstrates skill and passion to deliver an exceptional and consistent customer experience of moderate complexity, using multiple communication channels (voice, mail, email, chat, AI related inquiries, etc.).

Pay Range

• Hourly rate: $17.20+ with potential 10% shift differential for second shift or 15% for third shift.
• Annual performance bonus possible.

Benefits

• Day 1 medical, supplemental health, dental & vision for full‑time employees.
• Well‑being programs, health assessment program Blueprint for Wellness.
• Healthy MINDS mental health program.
• Vacation and health/flex time.
• 6 holidays plus a “MyDay” off.
• Fin Fit financial coaching and services.
• 401(k) with company match up to 5% after 12 months.
• Employee stock purchase plan.
• Life and disability insurance.
• Flexible Spending Accounts.
• Annual incentive plans.
• Matching gifts program.
• Education assistance through MyQuest for Education.
• Career advancement opportunities.

Responsibilities

• Support assigned client group(s) performing moderate complexity health‑related customer excellence activities.
• Make moderate complexity inbound and outbound health related calls following set scripts and procedures.
• Maintain confidentiality of customer/patient information.
• Provide professional, respectful customer service, demonstrating caring and empathy when delivering sensitive health information.
• Respond effectively to all inquiries received via telephone, fax, email, chat regarding patient results, test inquiries, service failures, and other duties to provide superior service.

Qualifications

• 1 to 2 years of customer service excellence experience; at least 1 year at CSR1 level.
• Preferred: health care and laboratory experience.
• Experience delivering customer service excellence, meeting productivity, accuracy and quality standards.

Physical and Mental Requirements

• Consistent exceptional customer service, accuracy, and quality focus.

Knowledge and Competencies

• Customer First: serve patient and customer needs.
• Care: show each person they matter.
• Collaboration:
  
  commit teamwork inside and outside of Quest.
• Continuous Improvement: challenge to make each day better.
• Curiousity: ask vital questions for richer answers.
• Foundational Requirements: good performance, attendance, conduct, teamwork.
• Typically cross‑trained in two or more moderately complex areas.

Skills

• Technical: good digital skills (Outlook, Excel), phone systems, chat, automation, AI.
• Continuous Improvement: embrace and thrive in an environment of continuous improvement and innovation.

Education

• High School Diploma or Equivalent (required).
• Some college courses in clinical laboratory education preferred.

Quest Diagnostics honors our service members and encourages veterans to apply. We do not accept unsolicited resumes from agencies; agency fees will not be paid.

Equal Opportunity

Employer:

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