Customer Solutions Manager
Lewisville, Texas
At a glance
Every day, our team of compassionate and collaborative people use their talents and experience to move the healthcare industry forward. By joining us in a Customer and Client Services role, you’ll have a vital part to play in creating positive change by strengthening and growing our internal and external customer relationships. In turn, we can offer you the chance to grow professionally through our learning and development opportunities, tuition reimbursement, and so much more.
“So the best part of my job working at Quest Diagnostics would have to be knowing that I’m contributing to someone’s well-being.”
- Carlos Castro, Customer Care Representative
Success profile
What makes a successful candidate? See if you have what it takes.
- Collaborative
- Compassionate
- Curious
- Proactive
- Problem solver
- Relationship expertise
See how your career can grow
At Quest, we invest in our people by offering ongoing training and development courses that cater to the wide variety of jobs at our organization. You can move easily across our company and take on more challenges based on your strengths and interests. All employees can work in many different departments and we like to promote from within. Here is just one example of a career path you can take.
- Client Service Representative Client Service Representative
- Sr. Client Service Representative Sr. Client Service Representative
- Client Service Group Lead or Trainer Client Service Group Lead or Trainer
- Client Service Supervisor Client Service Supervisor
- Additional Advancement Opportunities Additional Advancement Opportunities
Job Details
Customer Solutions Manager - Lewisville, TX - Monday - Friday - 8:00AM-5:00PM
The Service Solutions Manager directs service solutions (problem resolution of escalated second tier
problems) functions, acting as Customer Advocate for process improvement in all aspects of operations. Responsible for
managing the worst offender process, service issue resolution, and problem tracking/reporting for sales representatives
and others. Oversees client communications, and prospective monitoring of key or jeopardized accounts and
management reporting.
1. Partners with the field sales, in particular Field Service Representatives and Customer Solutions Representatives,
Client Services, Billing, IT and all laboratory operations to establish relationships and problem solving processes that are
seamless to the external customer.
2. Assumes accountability for written client communication. Including but not limited to: drafting, editing, ensuring
compliance review, distribution, and correspondence filing.
3. Develop strategies for addressing chronic problems to facilitate permanent resolution.
4. Ensures compliance with the established quality system and actively participates in monitoring corrective action and
its effectiveness.
5. Oversees analysis of account problems and expedites their resolution; establishes practices to support field
representatives with managing their account activity, problem resolution, and prospective monitoring of key accounts.
6. Responsible for deployment of client communications, in concert with standard operating procedures and corporate
communication when necessary.
7. Develops, coaches and mentors the Service Solution function and provides general supervision to ensure all tasks are
completed accurately and on a timely basis.
8. Ensure individual compliance with all company policies and government regulations.
9. Participate on National and Hospital Customer solutions best practice teams.
10. Provides oversight for client visit and Managed Care Day programs.
11. Oversees internal aspect of new client start-up process.
12. Coordinates sales training and Smooth Start programs.
13. Develops and ensures delivery of client specific quality reports.
14. Works with Managed Care organization in development and delivery of quality reports for GPO's.
15. Oversees the at-risk process to reduce account attrition (linking business unit with Sales and Corporate).
Education: BA or BS degree, CLS or clinical laboratory technical experience preferred.
Work Experience: Four years professional work experience focused on problem resolution and teamwork within a
customer service environment. Two years supervisory experience.
Special Requirements: Broad understanding of the laboratory business and its service requirements. Proficient desktop
skills, including Excel, Word, ACCESS, Internet, etc. Demonstrated strong customer service and interpersonal
communications skills. Demonstrated strong writing and composition skills. Demonstrated success in developing and
motivating team members to reach objectives. Strong influencing skills. arly demonstrated
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.
2024-57770
Culture
We’ve built a welcoming, inclusive workplace where people are inspired to learn, develop, and progress in their careers. There’s stability, so you can explore many career paths in one field. There’s flexibility, helping you to build a fulfilling life and rewarding career. There’s training and development to align your work with your business success. No wonder there’s more to discover at Quest.
Learn moreBenefits
We’re committed to helping our people live a healthier lifestyle. One way we do this is by offering a comprehensive total rewards package, so you can take care of yourself and the ones you love. Find out how our benefits provide you with everything you need to thrive—now and in the future.
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Medical, supplemental health, dental, and vision
From medical, dental, and vision coverage plans designed to meet your needs, to supplemental health plans for an additional layer of financial protection, you can rest assured that your health is high on our agenda.
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Annual incentive plans
All eligible employees are invited to participate in our success in our annual incentive bonus plan payout.
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Virtual work options
Quest Virtual Model allows eligible Quest employees to work either a hybrid schedule (two to three days from home per workweek), a near-site schedule (primarily from home with occasional work in a Quest office), or fully remote. Decisions are made on a case-by-case basis with the employee’s manager and HR Business Partner.
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Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.