Rep, Client Service III - Shelton, CT req31411 in Shelton, CT at Quest Diagnostics

Date Posted: 9/29/2019

Job Snapshot

Job Description

Rep, Client Service III- Shelton, Connecticut - M-F

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.

Basic Purpose: ? Fully demonstrates the knowledge and expertise in all areas of Client Service I and II in addition to the duties and responsibilities for Client Service Rep III. ? Work in a fast paced environment responding to inbound and outbound activities using multiple modes of communication. Troubleshoot and handle both routine and complex customer issues and manage case queues to ensure resolution meets established turn around time. Acts a liaison between Client Services and other supporting functions ? Professionally represents the department and the organization in accordance to established company/department standards, professional telephone etiquette and appropriate email communications ? Proven aptitude and proficiency in defining standard operating procedures for H&W products, services and platforms with ability to coach and train CSR I and II. Duties and Responsibilities: ? Consistently meets accurate documentation requirements and utilization of CRM and other Quest tools ? Successful adherence to schedule and consistently meets established performance metrics such as FCR, Quality scores and KPI?s ? Accountable to stay informed and apply client program details, department process updates and other communications ? Provide research and resolution on complex issues, including those that are referred by CSR I or CSR II ? Demonstrates knowledge and expertise in all areas of CSR I and II while able to handle stressful situations ? Utilize appropriate soft skills and customer service skills to handle a broad range of issues and escalations ? Consistently meet and exceed call center SLA?s with a minimum of 20% of scheduled time to inbound calls ? Responsible to maintain a competency score of = 90% and Quality scores of = 94% ? Exhibits effective interaction with other functional departments to help meet customer objectives, SLA?s and customer satisfaction. Provide appropriate notifications if turn around time goal is exceeded ? Act as liaison between assigned customer and other functional areas on customer service related issues, initiate and/or respond to customer inquiries in a timely, informed, professional manner ? Proven ability to keep sensitive information confidential ? Exceptional execution of call handling skills with proficiency in application of SOP?s, policies and procedures ? Identify quality service issues and with ability to create documents to support recommendations for improvement ? Work with minimum supervision on daily tasks while being accountable for daily workload ? Volunteers and/or accepts additional responsibilities with a positive attitude ? Exhibits effective teamwork skills by mentoring and coaching less experienced staff members ? Participates in special projects and utilize strong knowledge of current processes and client programs to present ideas to peers or supervisors ? Demonstrates ability in handling complex issues and strong problem solving skill and judgment ? Demonstrates ability to de-escalate problem callers with minimum supervisor assistance ? Manage case queues to ensure resolution and advise clients of resolution ? Capable of balancing changing priorities to meet department goals ? Coach and train new and existing team members; provide floor support ? Apply strong working knowledge of SOP?s, process and procedures with ability to utilize various styles of documents to convey requirements ? Research and provide written and verbal correspondence in response to complaints from clients ? May participant in preparation and training of new hires; as Subject Matter Expert Supervision Exercised: NA Qualifications: Education Preferred: ? High School diploma or equivalent required ? Associate or B.S. degree preferred ? Salesforce.com Client Relationship Management software training desired ? Quest laboratory and services knowledge is preferred ? Quest Customer Service or pro

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