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Senior Client Services Representative

2 months ago

Lenexa, Kansas, United States Quest Diagnostics Incorporated Full time

Position Overview:

As a Customer Relations Representative IV, you will play a vital role in supporting our clients both nationally and internationally. Your primary responsibilities will include responding to client inquiries regarding test results, supply orders, and general information about the testing process in a timely and professional manner.

Key Responsibilities:

  1. Handle Level IV client calls with professionalism and courtesy.
  2. Act as a liaison between clients and various internal departments, including Sales and Operations Support.
  3. Maintain high-quality customer care functions, ensuring prompt responses to inquiries and effective problem resolution.
  4. Stay updated on procedural information and maintain accurate records of all communications.
  5. Demonstrate empathy and concern for customer issues, maintaining quality assurance scores of no less than 85%.
  6. Collaborate with team members to enhance overall department success.

Performance Metrics:

Your performance will be measured by:

  • Call quality scores with a minimum target of 85%.
  • Reliability scores of at least 90%.
  • Productivity levels of no less than 70%.

Qualifications:

Education: High school diploma or GED certification is preferred.

Experience: A minimum of three months in a Tier I Customer Service role is required.

Skills: Strong interpersonal skills, professional communication abilities, and proficiency in typing (minimum of 30 WPM) are essential. Familiarity with standard office software and an understanding of the healthcare industry are desirable.

Join us at Quest Diagnostics, where your contributions will help shape the future of healthcare services.