Client Service Tech Group Lead

Client Service Tech Group Lead - San Juan Capistrano CA Monday to Friday 6:00 AM to 2:30 PM

Pay range: $29.17 - $34.09 / 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!

Provide leadership to the department by being a functional resource and assisting supervisor with daily operations such asschedule coordination and providing input for performance reviews and disciplinary other representatives to resolvecomplexissuesfor customers and technical departments.

• Provide leadership to the department by being a functional resource and assisting the supervisor with daily operations.
• Assist with direction and monitoring ofworkflowto meet deadlines ensure departmental coverage and maintain the minimum Average Speed to Answer.
• Responsible for maximizing department quality and productivity by monitoring service levels and minimizing abandoned calls.
• Provide feedback and documentation to supervisor regarding employee performance.
• Perform the duties of client service representative as needed.
• Use proper telephone etiquette and all available resources to respond to incoming customer inquiriesrequestsand complaints competently and courteously.
• Research and resolve more complex customer issues including those referred by CSRs and Tech Reps
• Assist other representatives with unusual or complex problems.
• Followupin a timely manner to resolve all issues and concernsthat cannot be resolved immediately.
• Complete all required documentation associated withcontacts and resolution. Maintain complete and accurate records.
• Report laboratory results to clients and patients using established protocols.
• Assists technical departments as required for problem resolution.
• Escalate issues as appropriate to keep supervisor informed of client concernsproblems or deviations from established procedures.
• Provide suggestions for process improvements to maximize quality and efficiencies in thedepartment
• Participates in special projects as assigned.
• 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:

• Five (5) years clinical laboratory or customer service experience.
• Previous medical/technical or clinical laboratory background.

Physical and Mental Requirements:

• Sitting for long periods of time.
• Repeating motions that mayinclude the wrists handsand/or fingers. (Typing)

Knowledge:

• Proper telephone etiquette to handle customerinquiries
• Basic knowledge of operating office equipment
• Broad knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation.
• Thorough knowledge of the laboratorys operations.
• Comprehensive knowledge of medical and laboratory terminology.
• Understand the importance of Quality Service and how it ismeasured

Skills:

• Excellentleadershipinterpersonal and communication skills (oral and written) necessary to effectively interact with customers andco-workers
• Proficiency in basic computer skills (Word Excel)
• Ability to multi-task and work in a fast-paced environment
• Ability to work under pressure with a high degree ofaccuracy
• Strong organizational skills
• Ability to analyze and solve problems.
• Good listening skills
• Ability to maintain professional and tactful manner in stressfulsituations
• Exhibit comfortable interaction with technical staff and otherdepartments
• Demonstrated ability to coach or train otherreps
• Ability to deal with client information in a confidentialmanner

Education

• Bachelors Degree Life Science (Preferred)
• High School Diploma or Equivalent (Required)

Languages

• English (Required)

Qualified applicants with arrest or conviction records will be considered for Employment in accordance with the following laws if applicable the Los Angeles County Fair Chance Ordinance for Employers the Los Angeles Fair Chance Initiative for Hiring Ordinance the San Francisco Fair Chance Ordinance and the California Fair Chance Act.

Quest believes that conviction records may have a direct adverse and negative relationship to the following job duties: accessing company property information assets and products including sensitive information; accessing customer data or confidential information and partnering and regularly working with or supervising other Quest employees and interacting with Quest customers.