Job Details
Customer Care Representative II - San Juan Capistrano, CA - Tuesday - Saturday - 5:00PM-1:30AM
Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.
Pay Range: $19.44 - $29.16 / 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!
- Supports assigned client group(s) performing moderate complexity health related customer excellence activities.
- Typically makes moderately complexity, inbound and outbound, health related customer calls following set scripts, procedures.
- Maintains complete customer/patient confidentiality for all health, personal and other customer information.
- Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information.
- Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.
QUALIFICATIONS
Required Work Experience:
- 1 to 2 years related customer service excellence experience; typically, with minimum 1 year as CSR1 level.
Preferred Work Experience:
- Health care and laboratory related experience.
- Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.
Physical and Mental Requirements:
- Consistent exceptional customer service, accuracy and quality focus required.
Knowledge and Competencies:
Align to Quest Culture & How We Work:
- CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost.
- CARE - We show each person they matter.
- COLLABORATION - We commit teamwork - inside and outside of Quest.
- CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last.
- CURIOUSITY - We ask vital questions in search of richer answers.
- FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork.
- Typically, cross trained in 2 or more moderately complex areas with demonstrated skills in each.
Skills:
- Technical: Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.
- Continuous Improvement: Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.
EDUCATION
High School Diploma or Equivalent(Required)
Some College Courses
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.
2024-65943
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.