Logistics Call Center Representative I

Logistics Call Center Representative I

Primary responsibilities include handling inbound calls with Logistics clients and ground Logistics. Responsibilities include receiving client pick-up request calls, directing clients to appropriate functional resource, communicating with field Logistics operations, and responding to customer inquiries/complaints. Utilizes automated Logistics System to assign routine pick-ups to appropriate internal or external resources to ensure timely delivery to lab. Provides accurate data and information to support Dispatcher I and Dispatcher II functions.

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

• Handle a high volume of inbound telephone calls, meet productivity goals (such as call targets, Aux Time Allowance) and work in a fast-paced environment
• Ability to learn Dispatch Application and accurately enter pick up requests
• Strong attention to detail and adherence to process and procedure.
• Provides outstanding customer service and actively listens to client concerns, conducts preliminary research, and forwards client to appropriate party or escalates issue to a Group Lead or Supervisor.
• Ability to determine if pick-up can be performed as requested by the client based upon multiple factors
• Well organized, utilizes on-line job aides, maps etc. and can locate information readily
• Prioritizes, handle multiple functions, and provide service to multiple regions throughout shift
• Attends huddles, stays current on email and video communication
• May assign pickup and delivery destinations to courier
• Professionally interacts with external/internal clients, co-workers, and Leadership across all functions.
• Ability to accept performance feedback with a focus on performance improvement and serving patients and clients with Quality and Accountability
• Excellent verbal and written communication skills
• Ability to demonstrate computer skills, keyboarding, good working knowledge of Microsoft Windows and Office products (Word, Excel, Outlook)
• Ability to maintain confidentiality concerning information and data received
• Must be flexible and available based on staffing requirements; weekends, holidays, on-call and overtime
• May include other tasks as assigned

Qualifications

Required Work Experience:

• 1+ year of Customer Service or Logistics experience required

Preferred Work Experience:

• Call center experience preferred

Knowledge:

• General knowledge of logistics operations

Skills:

• Functional/Technical Skills
• Integrity and Trust
• Customer Service
• Drive for Results
• Composure

Education

• Associates Degree (Preferred)
• High School Diploma or Equivalent (Required)

About the Team

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.