Client Service Representative

Join to apply for the Client Service Representative I role at Quest Diagnostics

Location:

Marlborough, MA

Schedule:

Monday to Friday, 9:00 AM – 5:30 PM

Pay range: $17.75 – $20.57 / hour

• 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!

• 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 for reporting and documentation.
• 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.
• This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Required

Work Experience:

One year experience in a similar role.

• Two years of relevant professional experience.
• Experience with Wellness Platforms:
• Wellness Engine
• QLS
• Powerterm
• Perceptive Content
• Kofax
• QDRS
• APEX
• Sam Perdiem Password Reset Tool
• Summit App
• Absorb
• Experience with Toxicology Platforms:
• QTN / CCI
• ESP
• QBS
• CCF Imaging
• Smartworks
• Exam One Portal
• Experience with Quest Select:
• Eligibility
• QLS
• Facilities Database

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

• 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.

• 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.
• Ability to work in both an individual and team environment.

About the Team

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.

Seniority level: Entry level

Employment type: Full‑time

Job function: Other

Industries: Medical and Diagnostic Laboratories