Rep, Customer Service I
Quest Diagnostics

Job Info

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

• 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

Required Work Experience: N/A 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)

LICENSECERTIFICATIONS

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