Customer Service Representative II in San Diego, CA at Quest Diagnostics

Date Posted: 8/31/2020

Job Snapshot

Job Description

Shift: Mon-Fri 7AM-4PM // Overtime available on weekends

Questions and Answers.  In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.

JOB SUMMARY:

Client Service Representative II's handle all customer contacts received by telephone, in writing and in person. Troubleshoot inquiries. Follow-ups with customers on issues that cannot be resolved immediately. Receive more complex customer issues, and resolves them to ensure satisfaction. May provide coaching, training and support to Customer Service Representative I and Customer Service Assistants.

JOB RESPONSIBILITIES:

1. Handles all customer inquires by telephone regarding verbal reporting or results, concerns of service failures and other duties needed to provide customer satisfaction.
2. Reports laboratory results to clients using established protocols.
3. Documents reporting or call history in the patient file and maintain appropriate records.
4. Contacts the client to resolve routine matters related to patient testing and result reporting.
5. Uses established protocols for reporting client complaints.
6. Provides research and resolution on complex issues, including those that have been referred by CSR I and Assistants.
7. May provide training to new hires.
8. Coaches less experienced staff.

9. Recognizes quality service issues and provide feedback to appropriate personnel on opportunities for improvement.
10. May assist Group Leader in the delegation of work in the absence of the supervisor or manager.
11. Has ongoing responsibility to maximize department quality and productivity by monitoring service levels and minimizing abandoned calls.
12. Other duties as required to meet the customer requirements.

JOB REQUIREMENTS:

Education:
High school diploma or equivalent required.

Work Experience:
1. 2-5 years clinical laboratory and/or customer service experience preferred. Basic typing and computer skills Some data entry experience preferred.
2. Customer service background preferred.
3. Medical terminology helpful
4.Previous medical or clinical laboratory background preferred.

Word, Excel, etc skills helpful

Special Requirements:
1. Must be able to handle multiple tasks and work in a fast paced environment.
2. Must have strong communication skills.
3. Able to speak the English language clearly and effectively communicate to caller and peer group.
4. Ability to handle stressful situations and demonstrate a potential for strong independent problem solving skills.
5. Must be able to operate basic office equipment.
6. Must demonstrate Integrity and a commitment to values.
7. Willingness to accept additional responsibilities with a positive attitude and foster teamwork.
8. Must exhibit comfortable interaction with technical staff and other departments.
9. May handle specimens.

Key Word Search: clerical, clerk, doctor assistant, office, call center, laboratory, client customer service outbound calls, caller, client relations, trainer.

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