Client Service Representative II

Quest Diagnostics - Jackson, MS

Full-time - Entry Level

Remote - Jackson, MS

Ambulatory Health Care Services

About the position

The Client Service Representative II role at Quest Diagnostics is essential for fostering strong relationships with customers and ensuring their inquiries are handled with care and efficiency. This position involves addressing customer requests, resolving issues, and providing education about lab processes, all while contributing to the overall mission of improving healthcare services. The role offers opportunities for professional growth through training and advancement within the company.

Responsibilities

• Answer and resolve telephone inquiries/requests initiated by customers or prospective customers promptly and courteously.
• Use proper telephone etiquette and available resources to respond to customer inquiries, requests, and complaints competently.
• Troubleshoot inquiries and follow up with customers on unresolved issues.
• Research and resolve complex customer issues, including those referred by CSR I and Assistants.
• Complete all required documentation associated with handling calls and maintain accurate records.
• Report priority and critical results to clients following established procedures.
• Report laboratory results to clients and patients using established protocols.
• Provide education and guidance to clients about lab processes.
• Escalate issues as appropriate to keep supervisors informed of client concerns or problems.
• May provide coaching and/or training to less experienced staff.
• Provide suggestions for process improvements to maximize quality and efficiencies in the department.

Requirements

• Two (2) to three (3) years of customer service and/or related healthcare experience required.
• High School Diploma or Equivalent required.
• Excellent interpersonal and communication skills (oral and written).
• Proficiency in basic computer skills (Word, Excel, Outlook).
• Ability to multi-task and work in a fast-paced environment.
• Strong organizational skills and problem-solving abilities.

Nice-to-haves

• Previous clinical laboratory and/or customer service experience in a call center environment preferred.

Benefits

• Day 1 Medical/Dental/Vision for full-time employees who work 30+ hours
• 15 PTO days in the first year
• Paid Holidays
• Annual Bonus Opportunity
• 401(k) with matching contributions
• Variable compensation plan (AIP) bonus
• Employee Stock Purchase Plan (ESPP)
• Employee Assistance Program (EAP)
• Blueprint for Wellness
• Tuition Reimbursement for undergraduate and graduate programs for full-time employees who work 30+ hours
• Opportunities for career advancement
• Training provided!