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Client Service Representative II
Quest Diagnostics
Remote, USA
Full-time
Entry · 2+ years experience
Remote
USD 17.71-17.71 hourly / hour
Discovered 1 weeks ago
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Responsibilities
- Use professional spoken and written etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously.
- Perform research and troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.
- Research and resolve more complex customer issues, including those referred by other teams, as part of established processes and/or protocols.
- Complete all required documentation associated with the handling of received requests while maintaining complete and accurate records.
- As needed, report priority and critical matters to clients and relevant internal parties following established procedures for reporting and documentation.
- Follow all policies regarding follow-up and shift change notification.
- Follow up with relevant parties as needed, based on the issue being addressed.
- Follow through in a timely manner to resolve all issues and concerns.
- Provide complete and accurate information, education and guidance to clients about business processes
- Escalate issues as appropriate to keep immediate supervisor informed of client concerns, problems or deviations from established procedures.
- May provide coaching and/or training to less experienced staff.
- Provide suggestions for process improvements to maximize quality and efficiencies in the department
- Comply with company policies and governmental regulations
- 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.
Required Work Experience
2 years' experience in a similar role
Preferred Work Experience
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