Customer Service Representative I

Quest Diagnostics is a leading provider of diagnostic information services. They are seeking a Customer Service Representative I to handle customer inquiries and ensure a high level of service is provided. The role involves responding to calls, troubleshooting issues, and maintaining accurate records.

Responsibilities:

• Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously
• Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately
• Complete all required documentation associated with the handling of calls and maintain complete and accurate records
• Report laboratory results to clients and patients using established protocols
• Follow through in a timely manner to resolve all issues and concerns
• Escalate issues as appropriate to keep supervisor informed of client concerns, problems or deviations from established procedures
• 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

Requirements:

• High School Diploma or Equivalent (Required)
• English (Required)
• Proper telephone etiquette to handle customer inquiries
• Basic knowledge of operating office equipment
• Understand the importance of Quality Service and how it is measured
• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers
• Proficiency in basic computer skills (Word, Excel, Outlook)
• Ability to multi-task and work in a fast-paced environment
• Strong organizational skills
• Ability to analyze and solve problems
• Good listening skills
• Ability to maintain professional and tactful manner in stressful situations
• Ability to deal with client information in a confidential manner
• One (1) to two (2) years of customer service and/or related health care experience preferred
• Previous medical or clinical laboratory background preferred