Client Service Group Lead

Client Service Group Lead - San Diego, CA - Monday to Friday 8:00AM-5:00PM

Provide leadership to department by being a functional resource and assisting supervisor with daily operations such as schedule coordination and providing input for performance reviews and disciplinary actions. Assist other representatives resolve complex issues for customers and technical departments.  

Pay Range: $23.53 - $35.30 / hour

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/Dental/Vision for FT employees who work 30+ hours
• 15 PTO days first year
• Paid Holidays
• Annual Bonus Opportunity
• 401(k) with matching contributions
• Variable compensation plan (AIP) bonus
• Employee Stock Purchase Plan (ESPP)
• Employee Assistance Program (EAP)
• Blueprint for Wellness
• Tuition Reimbursement for undergraduate and graduate programs for FT employees who work 30+ hours
• Opportunities for career advancement
• Training provided!

• Provide leadership to the department by being a functional resource and assisting supervisor with daily operations. 

• Assist with direction and monitoring of workflow to meet deadlines, ensure departmental coverage. 

• Responsible for maximizing department quality and productivity. 

• Provide feedback and documentation to supervisor regarding employee performance. 

• Perform the duties of client service representative as needed. 

• Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests, and complaints competently and courteously. 

• Research and resolve more complex customer issues, including those referred by CSRs and Tech Reps 

• Assist other representatives with unusual or complex problems. 

• Follow up in a timely manner to resolve all issues and concerns that cannot be resolved immediately. 

• Complete all required documentation associated with contacts and resolution. Maintain complete and accurate records. 

• Report laboratory results to clients and patients using established protocols.  

• Escalate issues as appropriate to keep supervisor informed of client concerns, problems or deviations from established procedures. 

• Provide suggestions for process improvements to maximize quality and efficiencies in the department. 

• Participate in special projects as assigned. 

• Perform other duties as assigned to meet the business needs or customer requirements. 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:  

Five (5) years clinical laboratory or customer service experience.  

Preferred Work Experience:  

Previous medical/technical or clinical laboratory background preferred. 

Physical and Mental Requirements:  

• Sitting for long periods of time. 

• Repeating motions that may include the wrists, hands, and/or fingers. (Typing) 

Knowledge:  

• Proper telephone etiquette to handle customer inquiries 

• Basic knowledge of operating office equipment 

• Broad knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation. 

• Thorough knowledge of the laboratory’s operations. 

• Comprehensive knowledge of medical and laboratory terminology. 

• Understand the importance of Quality Service and how it is measured  

Skills:  

• Excellent leadership, interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers 

• Proficiency in basic computer skills (Word, Excel) 

• Ability to multi-task and work in a fast-paced environment 

• Ability to work under pressure with a high degree of accuracy 

• Strong organizational skills 

• Ability to analyze and solve problems. 

• Good listening skills 

• Ability to maintain professional and tactful manner in stressful situations 

• Exhibit comfortable interaction with technical staff and other departments 

• Demonstrated ability to coach or train other reps 

• Ability to deal with client information in a confidential manner 

EDUCATION
Bachelor’s Degree
High School Diploma or Equivalent(Required)

LICENSECERTIFICATIONS

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.

2024-77419

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets