Customer Service Representative I

Category Customer Service Location Lenexa, Kansas Job function Operations Job family Client Services

Shift Evening Employee type Regular Full-Time Work mode Remote

Job Description

Customer Service Representative I - Lenexa, KS, Friday to Monday, 10:00 AM to 8:30 PM

Answers and resolves telephone inquiries/requests initiated by customers or prospective customers in a prompt, accurate and courteous manner.

Pay range: $17.20+ per hour; employee may be eligible to receive shift differential of 10% for some or all hours worked on second shift and 15% for some or all hours worked on third shift. Additional details on shift differential will be provided if an offer is extended.

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, supplemental health, dental & vision for FT employees who work 30+ hours

* Best-in-class well-being programs

* Annual, no-cost health assessment program Blueprint for Wellness

* healthyMINDS mental health program

* Vacation and Health/Flex Time

* 6 Holidays plus 1 "MyDay" off

* FinFit financial coaching and services

* 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service

* Employee stock purchase plan

* Life and disability insurance, plus buy-up option

* Flexible Spending Accounts

* Annual incentive plans

* Matching gifts program

* Education assistance through MyQuest for Education

* Career advancement opportunities

* and so much more!

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.

Qualifications:

Preferred Work Experience:

* One (1) to two (2) years of customer service and/or related health care experience preferred. Previous medical 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

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

Skills:

* 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

Education

* High School Diploma or Equivalent (Required)

Languages

* English (Required)

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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.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.