Service Solutions Representative

Service Solutions Representative - Pittsburgh PA (HYBRID) Monday to Friday 8:00 AM to 5:00 PM

Pay range: Minimum of $19.61 per 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
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
Annual incentive plans
Matching gifts program
Education assistance through MyQuest for Education
Career advancement opportunities
and so much more!

Responsible for managing customer relationships of assigned accounts to ensure they receive high quality upwith the most complex customer issues that cannot be resolved immediately.

• Acts as liaison between the field sales force and laboratory operations using client incident tracking including physician hospital and managed care incident tracking and reporting.
• Assistin reviewing and maintaining the problem resolution files and ensurecommunication to sales representatives and clients.
• Ensure internal problem resolution for clientsisaligned with representatives and maintain documentation in accordance with SOPs.
• Partner with Billing and IT to ensure timely and accurate resolution of client issues.
• Facilitate troubleshooting of issues by engaging appropriate personnel to resolve service failures. Determine the appropriate medium for communicating the same.
• Work with the Manager to develop efficient data collection andanalyzesystems that support a standard approach to service and improve the image of Quest Diagnostics. The data collection process should include feedback mechanisms that are part of continuous improvement initiatives.
• Provide direct support via telephone as needed.
• Provide feedback to Client Services Leadership.
• 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 WorkExperience:

• Two (2) to five (5) years of technical or customer service experience.
• High school diploma or equivalent education is required.

Preferred Work Experience:

• N/A

Physical and Mental Requirements:

• N/A

Knowledge:

• Broad understanding of the laboratory business and its service requirements.
• Knowledge of the billing system is a plus.

Skills:

• Excellent interpersonal and communication skills (oral and written) are necessary to effectively interact with customers and co-workers.
• Ability to communicate complex issues clearly and concisely.
• Strong effective presentation skills in a group setting.
• Demonstrated ability to influence and create change.
• Strong organizational and prioritization skills.
• Proven problem-solving skills with the ability to develop appropriate resolutions.
• Basic project management skills. QMS Certification preferred.
• Ability to maintain a professional and tactful manner in stressful situations.
• Strong PC skills including word processing spreadsheets and database applications (Word Excel PowerPoint Access)
• Ability to deal with client information in a confidential manner.