Sr. Customer Solutions Specialist

Job Description

Sr. Customer Solutions Specialist - Clifton, NJ (HYBRID), Monday to Friday, 8:00 AM to 5:00 PM

• Work collaboratively with Commercial Sales to coordinate activities that maximize client satisfaction. 
• Provide personal contact to assigned new strategic accounts to ensure they have a flawless start-up experience. 
• Proactively evaluate customer needs and requirements to create optimal service delivery options for assigned “at-risk” customers who have serious concerns or challenges in doing business.  

Pay range: $86,550 - $155,850 / year

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!

Responsibilities:

Customer Onboarding 

• Partner with Commercial Sales as soon as the target customer has been identified.  Learn from all parties involved what the value proposition is that has been presented to the customer, as well as their key needs, to ensure a seamless transition. Understand all aspects of the Customer from the Sales Director, Commercial Sales Representative, Connectivity, Billing, and Patient Service perspectives. 
• Evaluate all information received and create a start-up plan based on what is learned. The plan will include a key communication strategy, including leading regular calls during the client setup and launch process with other key leaders to ensure operational readiness. 
• Develop a strong working relationship with all functional leaders and stakeholders involved through regularly scheduled meetings.  
• Schedule and conduct initial training sessions for key customers. Conduct follow-up or retraining sessions, if necessary. 
• Be physically present prior to and during the customer’s critical “go live” time, which may be several days or several weeks, whatever the need assessment dictates.  Travel can be as high as 40%. 
• Set up and monitor accounts through the monitoring process.  Review the outcome of monitoring daily during the first 45 days.   

Customer Retention 

• Evaluate all information received and create a “risk-repair” plan based on what is learned.  
• Coordinate activities to maximize client satisfaction through a closed-loop problem resolution process. 
• Attend “At Risk” conference and Daily Ops Call as needed to report resolution of any events for the key customers involved. 
• Analyze any chronic service failures and interact with a functional group to develop initiatives designed to improve service levels and prevent recurring defects. 
• Review Client Problem Tracking module or other client problem reporting mechanism for at-risk accounts and coordinate action(s) between functional groups to resolve At-Risk issues in a timely manner.  
• Review the root cause description and appropriateness of the functional group’s corrective action.  Notify the functional group if the resolution is unclear, inadequate, and inappropriate, or if documentation is required. Work with a group to develop an effective action plan.  Monitor implementation. 
• Review the timeliness of the functional group’s response.  Notify the functional group immediately if the turnaround time goal is exceeded 
• Visit or conduct conference calls with client accounts and at-risk clients to ensure that the resulting resolution and follow-up activity are satisfactory.  Solicit and resolve other outstanding issues or concerns.    
• In partnership with Commercial Sales, establish a routine client visitation or conference call schedule to meet with key accounts and at-risk clients to review service metrics, satisfaction with local services, and address concerns. Expectations are to be out in the field at least 50% of the time, but may be as much as 80%. 
• Present recent achievements, ongoing activities, and performance to established goals at regional meetings. 
• Ensure total compliance with all company policies and government regulations.  Maintains required documentation. 
• Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position 

Qualifications:

Required Work Experience:  

• Minimum five (5) to seven (7) years of successful customer management experience, including responsibility for investigating, analyzing, and resolving customer concerns. 
• 4-year degree or relevant work experience is required.

Preferred Work Experience:  

• Experience in providing services to a large enterprise client, as opposed to multiple small-scale clients.
• Experience with integrating acquired customers via mergers and acquisitions. 

Knowledge:  

• Broad understanding of the laboratory business and its service requirements. 
• Pre-analytical, analytical, and post-analytical process understanding, including specimen requirements and processes. 
• Strong understanding of Quest Laboratory Products and Services. 
• Knowledge of Phlebotomy functions, services, and 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. 
• Strong 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. 

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Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.