Rep Customer Solutions - Lenexa, KS req30188 in Lenexa, KS at Quest Diagnostics

Date Posted: 8/8/2019

Job Snapshot

Job Description

Rep Customer Solutions- Lenexa, Kansas - Monday - Friday

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:

The primary purpose of this position is to provide client support in the risk assessment division for the ExamOne portfolio of services including, but not limited to:  lab, paramed, inspection, teleunderwriting, MVR, APS, imaging, etc.  This position acts as a direct liaison between insurance companies, brokers, third party administrators, paramedical companies, insurance applicants and inter-company departments.  This position will utilize a variety of proprietary programs to review research and resolve issues with insurance applicant orders ranging from routine to moderate and is responsible for responding to both internal and external customers via phone, email and other electronic communication. 

JOB RESPONSIBILITIES:

  • Handles all customer inquiries via phone, email and other electronic communication in a timely manner to effectively provide a high level of customer satisfaction.  

  • Provides resolution on routine to moderate issues and is responsible for providing a professional response back to clients.

  • Adheres to department quality and responsiveness standards. 

  • Has ongoing responsibility for maximizing department productivity standards by monitoring service levels. 

  • Uses established protocols for reporting client issues or concerns and maintains appropriate documentation of events for management review in all systems accessed.       

  • Responsible for producing department /client specific reports and monitoring the status of applicant cases.

  • Recognizes quality service issues and provides feedback to management on opportunities for improvement.

  • Participates in client visits, conference calls and other customer-related communications as required.

  • Complete training on all service components within eight months of hire date and begin handling client calls on the CSG team ACD line. 

  • Other duties as required to meet the customer’s requirements.

JOB REQUIREMENTS:

Skills:

  • Accurate typing skills, 35 wpm minimum.

  • Demonstrated customer service skills.

  • Good problem-solving skills and independent decision-making abilities.

  • Work in a fast paced environment handling multiple tasks (including working with phone & PC simultaneously).

  • Strong communication and interpersonal skills.  Able to speak with clients, staff, and management team via all modes of communication in a clear and professional manner.

  • Work independently with little supervision.

Abilities:

  • Work in a fast paced environment handling multiple tasks (including working with phone & PC simultaneously).

  • Strong communication and interpersonal skills.  Able to speak the English language clearly, professionally and effectively communicate to clients, management and peer group.

  • Detail-oriented and accurate with names/numbers.

  • Excellent organization and follow-through skills.

  • Work independently with little supervision.

  • Demonstrate Integrity and a commitment to company values.

  • Willingness to accept additional responsibilities with a positive attitude and foster teamwork.

  • Exhibit comfortable interaction with sales, technical staff and other departments.

Knowledge:

  • Detail-oriented and accurate with names/numbers.

  • Good organization and follow-through skills.

  • Demonstrate Integrity and a commitment to company values.

  • Willingness to accept additional responsibilities with a positive attitude.

  • Exhibit professional interactions with sales, technical staff and other departments.

  • Knowledge of life insurance industry workflow processes and/or terminology.

  • Industry specific experience.

  • Demonstrated knowledge of Microsoft Office applications (Outlook, Word, Excel)

Education/Work Experience:

  • High School Diploma or equivalent with 3 - 5 years prior customer service and/or call center experience preferred.

  • Or college degree

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