DLO Customer Service Manager

Essential Functions

• Report to work on time and prepared for each scheduled shift
• Perform all assigned duties and processes, including tasks for which you are fully qualified and those within your demonstrated capabilities
• Maintain a positive, professional, and supportive attitude throughout the workday
• Work collaboratively as a team member and contribute to a respectful, productive work environment

Plans and coordinates customer service activities, ensuring that commitments are met, and that questions or complaints are processed properly and efficiently. Contributes to the development of new procedures and processes and the modification of existing customer service procedures. Directs the preparation and maintenance of records, reports and other related data on all customer service activities and functions. Ensure that all laboratory services pertaining to patient information remain confidential and that conditions for release of information be in accordance with laboratory rules and regulations.

Conducts and directs a continuing assessment of all customer service procedures, determines, and recommends appropriate changes to effect improvement, and establishes new requirements to meet laboratory service schedules. Maintains contact with customers, doctors, hospitals, etc., to constantly learn about new developments in customer service practices and procedures.

May perform other duties as assigned.

Must be able to operate basic office equipment, have general computer knowledge and basic typing ability. Must have demonstrative customer service skills. Must be able to communicate in English both verbally and in writing. Must be confident, self‑motivated and be able to work unsupervised. Requires professionalism in appearance, actions, and attitude. Must be able to maintain professionalism in times of heavy workloads and stress.

Requires teamwork, collaboration, and strict attention to detail. Must be dependable, punctual, and demonstrate integrity and commitment to company values. Must be able to achieve and maintain department specific metrics.

Education Preferred: BA/BS degree.

Work Experience:

5+ years' experience in a Customer Service/Support Role (experience directly related to healthcare and/or laboratory medicine strongly preferred). 3+ years of supervisory experience preferred.

Must be available for any shift, including nights, weekends, and some holidays as needed. Overtime as required by business needs.

Quest Diagnostics honors our service members and encourages veterans to apply. Quest Diagnostics is an equal opportunity employer and encourages veterans to apply. Quest Diagnostics is an equal opportunity employer and offers equal employment opportunities to all qualified applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or any other legally protected status.