Sr. Service Solutions Representative

Job Description

Sr. Service Solutions Representative - Marlborough, MA, Monday to Friday, 8:00 AM to 5:00 PM

Responsible for managing the relationship with the commercial team, clients, and internal staff for assigned accounts to ensure they receive high-quality service.

Focus on relationship management, problem resolution, and escalation of issues.

Pay range: $28.41 - $42.61 / hour

Salary 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.

Benefits information:

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:

• 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!

• Act as the point of contact for assigned accounts and the commercial team.
• Receive,resolveandfollow upwith the most complex customer issues that cannot be resolved immediately.
• Provide direct support for clients by phone, email, and fax.
• Clearly communicate actions taken in solving issues and ensure the resolution meets the client's expectations; involve the subject matter expert (SME) when appropriate for complex issues.
• Compile data when needed (TAT reports, TNP, TIQ, and problem tracking)
• Assist with client monitor reports for new, upgraded and at-risk accounts in the territory.
• Alert specialists and/or managerto potential trending client issues.
• Provide education and guidance toclients about Quest processes,products, and services.
• Assist in reviewing and maintaining the problem resolution files and ensure communication tocommercialsales representatives and clients.
• Partner withother internal departments to ensure timely and accurate resolution of client issues.
  
  Escalates repeat issues when necessary.
• Work with the Manager to develop efficient data collection and analyze systems that support a standard approach to service and improving the image of Quest Diagnostics. The data collection process should include feedback mechanisms that are part of continuous improvement initiatives.
• Provide feedback to Client Services Leadership.
• May provide training and guidance to Service Solutions Representative.
• May assist supervisor with schedule coordination, workflow, and timely completion of problem trackers and cases.
• 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:

• Minimum of three (3) years of technical or customer service experience and prior experience as SSR.
• Need to live within the New England region.

Knowledge:

• Broad understanding of the laboratory business and its service requirements.
• Understanding…