Customer Care Representative II

Customer Care Representative IIDemonstrates 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.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.Start date: November 30thTraining Location: RemoteTraining Schedule: Monday - Friday, 9:00AM - 6:00PM EasternWork Schedule: Remote, Monday to Friday with rotational weekends, 9:00AM-5:30PM EasternBenefits 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+ hoursBest-in-class well-being programsAnnual, no-cost health assessment program Blueprint for Wellness®HealthyMINDS mental health programVacation and Health/Flex Time6 Holidays plus 1 "MyDay" offFinFit financial coaching and services401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of serviceEmployee stock purchase planLife and disability insurance, plus buy-up optionFlexible Spending AccountsMatching gifts programEducation assistance through MyQuest for EducationCareer advancement opportunitiesand so much more!ResponsibilitiesSupports 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.QualificationsRequired 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 College level clinical laboratory education preferred. (Preferred)About the TeamQuest 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.Job InfoJob Identification 72600Job Category Client ServicesPosting Date 11/06/2026, 10:04 PMJob Schedule Full timeJob Shift DayLocations 26901 Beaumont Blvd, Southfield, MI, 48033, USWorkplace Remote dailyRegular or Temporary RegularWeekly Working Hours 40.00AIP Target % 0