Customer Care Representative II

Customer Care Representative II

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.

Start date: April 20th

The successful candidate will be able to work the following hours and schedule:

• A full-time Monday - Friday work schedule with a daily 9-hour shift including breaks and lunch. You must be able to work between the hours of 8:30 AM and 8:00 PM ET. After training concludes you will be assigned a regular schedule with 9-hour shifts between the hours of 8:30 AM to 8:00 PM based on business necessity.
• You must be able to fully attend our training program. Successful candidates are expected to attend all trainings during our initial training program for the first 90 days of employment. Training hours are 8:30 AM to 5:00 PM ET.

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
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 MyDay off
• FinFit 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
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a moderate complexity while utilizing multiple customer communication channels which may include voice mail email chat AI related inquiries etc.

• Supports assigned client group(s) performing moderate complexity health related customer excellence activities.
• Typically makes moderately complexity inbound and outbound health related customer calls following set scripts procedures.
• Maintains complete customer/patient confidentiality for all health personal and other customer information.
• Provides professional respectful customer excellence. Demonstrates caring and empathy when delivering sensitive health information.
• Effectively respond to all customer inquiries received by various digital methods including telephone fax email chat regarding reporting of patient results inquiries of tests and services concerns of service failures and other duties needed to provide superior service.

Required WorkExperience:

• 1 to 2 years related customer service excellence experience; typically with minimum 1 year as CSR1 level.

Preferred Work Experience:

• Health care and laboratory related experience.
• Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.

Physical and Mental Requirements:

• Consistent exceptional customer service accuracy and quality focus required.

Knowledge and Competencies:

Align to Quest Culture & How We Work:

• CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost.
• CARE - We show each person they matter.
• COLLABORATION - We commit teamwork - inside and outside of Quest.
• CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last.
• CURIOUSITY - We ask vital questions in search of richer answers.
• FOUNDATIONAL REQUIREMENTS: Good performance & productivity good attendance good conduct good teamwork.
• Typically cross trained in 2 or more moderately complex areas with demonstrated skills in each.

Skills:

• Technical: Prefer good digital skills computer (Outlook & Excel) phone systems chat automation and AI.
• Continuous Improvement: Embrace and thrive in an environment of continuous improvement innovation and leveraging digital.

Education

• High School Diploma or Equivalent (Required)
• Some College Courses College level clinical laboratory education preferred. (Preferred)