Customer Care Representative II

Job Description

Customer Care Representative II - Lenexa, KS, Tuesday to Saturday, 4:00 PM to 12:30 AM PST. Demonstrates skill and passion to deliver an exceptional and consistent customer experience of moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.

$17.20+ per hour. Employee may be eligible to receive shift differential: 10% for second shift hours, 15% for third shift hours. Additional details on shift differential will be provided if an offer is extended. Salary offers are based on relevant skills, training, experience, education, certifications, market and organizational factors. Successful candidates may be eligible to receive annual performance bonus compensation.

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• 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
• and so much more

• Support assigned client group(s) performing moderate-complexity health-related customer excellence activities.
• Make moderate-complexity inbound and outbound health related customer calls following set scripts and procedures.
• Maintain complete customer/patient confidentiality for all health, personal and other customer information.
• Provide professional, respectful customer excellence, demonstrating caring and empathy when delivering sensitive health information.
• Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email, chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.

• 1 to 2 years of related customer service excellence experience; typically, with a minimum of 1 year as a CSR1 level.

• Health care and laboratory-related experience.
• Experience delivering customer service excellence and achieving productivity, accuracy, and quality standards.

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

• CUSTOMER FIRST – We serve the needs of our patients and customers first and foremost.
• CARE – We show each person they matter.
• COLLABORATION – We commit teamwork inside and outside of Quest.
• CONTINUOUS IMPROVEMENT – We challenge ourselves to make each day better than the last.
• CURIOUSITY – We ask vital questions in search of richer answers.
• FOUNDATIONAL REQUIREMENTS – Good performance & productivity, good attendance, good conduct, good teamwork.
• Typically, cross trained in 2 or more moderately complex areas with demonstrated skills in each.

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

• High School Diploma or Equivalent (Required)
• Some College Courses College-level clinical laboratory education preferred.

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 to whom an agency has sent an unsolicited resume.

Equal Opportunity

Employer:

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