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Customer Support Expert II
2 months ago
Overview:
As a Customer Support Expert II, you will engage in various communication channels to assist clients effectively. Your role will involve troubleshooting complex customer inquiries and acting as a bridge between Client Services and other departments.
Compensation:
The hourly rate for this position is $36.89. Salary offers are influenced by a variety of factors including skills, experience, education, and relevant certifications. Candidates may also qualify for annual performance bonuses.
Benefits:
We are committed to providing comprehensive benefits to support our employees and their families, promoting overall well-being. Benefits may include:
- Immediate Medical/Dental/Vision coverage for full-time employees working 30+ hours
- 15 days of Paid Time Off in the first year
- Paid Holidays
- Annual Bonus Opportunities
- 401(k) with matching contributions
- Variable compensation plans
- Employee Stock Purchase Plan
- Employee Assistance Program
- Wellness programs
- Tuition Reimbursement for eligible employees
- Opportunities for career growth and training
Key Responsibilities:
- Exhibit proficiency in all aspects of customer service roles.
- Consistently achieve call center service level agreements.
- Maintain a competency score of at least 90% and a quality score of 95%.
- Manage case queues to ensure timely resolutions.
- Foster teamwork and effective communication across departments.
- Assist in training and onboarding new employees.
- Update standard operating procedures and communicate changes.
- Develop scripts to ensure consistent messaging.
- Monitor client program timelines and collaborate with other departments for training.
- Participate in special projects as needed.
- Provide support to team members to enhance overall performance.
Qualifications:
Required Experience:
- A minimum of four years in customer service or a related field.
Preferred Experience:
- Experience in a call center environment is advantageous.
Skills and Knowledge:
- Strong telephone etiquette and email communication skills.
- Familiarity with customer service tools and products.
- Knowledge of quality management systems and process improvement methodologies is beneficial.
- Proficient typing skills (minimum 40 wpm) and advanced computer skills including Excel and CRM software.
- Excellent problem-solving abilities and independent decision-making skills.
- Ability to manage multiple tasks in a fast-paced environment.
- Maintain professionalism in challenging situations.
Education:
- Bachelor's Degree or High School Diploma or Equivalent required.
Certifications:
- Lean Six Sigma or QMS Bronze Certification preferred.
Quest Diagnostics values diversity and encourages all qualified candidates to apply.
