Customer Care Representative II

Customer Care Representative II – Lenexa, KS – Tuesday to Saturday, 1:00 PM to 9:30 PM EST Demonstrates skill and passion to deliver an exceptional and consistent customer experience of moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc. Pay and Compensation Pay range: $17.20+ per hour. Employees may be eligible for a shift differential of 10% for some or all hours worked on the second shift and 15% for some or all hours worked on the third shift. Details on shift differential will be provided if an offer is extended. Salary offers are based on relevant skills, training, experience, education, and applicable certifications. Successful candidates may be eligible for an annual performance bonus. Benefits Day 1 Medical, supplemental health, dental & vision for full‑time 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 Supports assigned client group(s) performing moderate‑complexity health‑related customer excellence activities. Typically makes moderately complex inbound and outbound health‑related customer calls following set scripts and 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 responds 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 with 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/College‑level clinical laboratory education preferred. 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 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. #J-18808-Ljbffr