Client Service Representative II at Quest… · Lewisville

• 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.
• Research and resolve more complex customer issues, including those referred by other teams, as part of established processes and/or protocols.
• 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.
• May provide coaching and/or training to less experienced staff.
• 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:  

• 2 years' experience in a similar role

Preferred Work Experience:  

• 2-4 years of relevant professional experience.
• Wellness Platforms:
  • Wellness Engine
  • QLS
  • Powerterm
  • Perceptive Content 
  • Kofax
  • QDRS
  • APEX
  • Sam Perdiem Password Reset Tool
  • Summit App
  • Absorb
• Toxicology Platforms:
  • QTN - CCI
  • QTN – PCT, International
  • ESP
  • QBS
  • CCF Imaging 
  • Smartworks
  • ExamOne Portal
  • ExamOne Database
• Quest Select
  • Eligibility
  • QLS
  • Facilities Database 
  • Optimaxx 

Physical and Mental Requirements:  

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

Knowledge:  

• 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
  • Five9

Skills: 

• 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

Education

• High School Diploma or Equivalent (Required)