Job Details
Location:
Location:
Rep Customer Relations IV-ES in Lenexa, KS at Quest Diagnostics **Location:**
10101 Renner Boulevard **Experience:**
Not Specified **Job Description**
**Rep Customer Relations IV-ES - Lenexa, KS - Monday-Friday**
Look for more than answers. Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. Its about providing clarity and hope.
You will work for the world leader in the industry, with a career where you can
expand your skills and knowledge. Youll 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, we are on a continuous journey of discovery and development. Its this attitude that has made us an industry leader and the #1 Diagnostic Lab in the US. For those joining us, we offer exciting and fast moving career opportunities where you can affect change at a rate unheard of in many organizations of our size and scope. While we invest in and develop technology to drive our innovations, our ongoing success relies on our people.
**JOB SUMMARY**:
Provide support to clients both nationally and internationally. Initiate and/or respond to Level IV client calls regarding test results, supply orders and general information pertaining to the testing process in a timely, informed, professional and courteous manner. Handle all special skill sets. Initiate and/or respond to internally escalated client issues, routine or complex, in a timely, informed, professional and courteous manner. Acts as liaison between the client and Sales, Account Implementation, Operations Support, Logistics and Laboratory Operations.
**JOB RESPONSIBILITIES**:
* Maintains customer care functions: Answers inbound customer calls promptly, responds to customer inquiries/requests with professionalism, demonstrates empathy and concern for customer issues/concerns, provides accurate and timely information, ensures problem resolution for clients, and maintains quality assurance scores of no less than 85%.
* Engage appropriate personnel to assist in trouble-shooting escalated client issues.
* Keeps up to date on all procedural information and maintains reference rack with current information.
* Provide timely notification to management team of absences and tardiness, adheres to department schedule adherence policy, adheres to assigned work schedule, and maintains reliability scores of no less than 90%.
* Exhibits professionalism and a positive attitude and demonstrates professional telephone etiquette skills.
* Processes all client requests accurately and completely, utilizes appropriate resources to ensure accurate information is provided, and accurately documents and enters all client contacts using tools provided.
* Maintains productivity levels of no less than 70% and utilizes teleset as instructed to provide accurate productivity data.
* Cooperates and works harmoniously with co-workers, contributes to overall department success by demonstrating flexibility and assisting with tasks not normally assigned, communicates information to team members .
* Promptly clarifies information to ensure understanding between self and others, and communicates concerns appropriately.
Principal Decisions:
* Determination of appropriate response to escalated client issues.
* Maintenance of complete and accurate records of all communications.
* Accurate analysis of service failures ad recommendation of corrective action.
* Performance measures to include: Minimum consistent call quality scores of 85% with a goal of 90% Minimum consistent reliability scores of 90% with a goal of 95%. Minimum consistent productivity scores of 70% with a goal of 80%
Supervision Exercised:
* None
**JOB REQUIREMENTS**:
Education Preferred:
* High school diploma or GED certification
Work Experience:
* Minimum of three months experience as a Tier I CSR.
Other:
* Essential skills and abilities include the following: strong interpersonal skills, professional written and verbal communication skills, and typing at a minimum of 30 WPM.
* Desirable skills and abilities include the following: application of standard office software, understanding of drug testing or healthcare industry, leadership qualities, and technically strong with deductive and logical thinking capabilities.
req89450