Sr. Service Solutions Representative

Responsibilities

• Act as the point of contact for assigned accounts and the commercial team.
• Receive, resolve and follow up with the most complex customer issues that cannot be resolved immediately.
• Provide direct support for clients by phone, email, and fax.
• Clearly communicate actions taken in solving issues and ensure the resolution meets the client's expectations; involve the subject matter expert (SME) when appropriate for complex issues.
• Compile data when needed (TAT reports, TNP, TIQ, and problem tracking)
• Assist with client monitor reports for new, upgraded and at-risk accounts in the territory.
• Alert specialists and/or manager to potential trending client issues.
• Provide education and guidance to clients about Quest processes, products, and services.
• Assist in reviewing and maintaining the problem resolution files and ensure communication to commercial sales representatives and clients.
• Partner with other internal departments to ensure timely and accurate resolution of client issues. Escalates repeat issues when necessary.
• Work with the Manager to develop efficient data collection and analyze systems that support a standard approach to service and improving the image of Quest Diagnostics. The data collection process should include feedback mechanisms that are part of continuous improvement initiatives.
• Provide feedback to Client Services Leadership.
• May provide training and guidance to Service Solutions Representative.
• May assist supervisor with schedule coordination, workflow, and timely completion of problem trackers and cases.
• 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

Knowledge

Skills

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
• Ability to communicate complex issues clearly and concisely.
• Ability to build effective relationships and appropriate rapport without alienating clients or colleagues.
• Demonstrate an understanding of the urgent nature of our business and the need to proactively find and fix problems quickly and effectively.
• Ability to work in a team environment.
• Strong organizational and prioritization skills.
• Proven problem-solving skills with the ability to evaluate facts and data to draw reasonable conclusions and develop appropriate resolutions.
• Basic project management skills. QMS Certification preferred.
• Ability to maintain a professional and tactful manner in stressful situations.
• Ability to coach and mentor others.
• Strong PC skills including word processing, spreadsheets, database applications (Word, Excel, PowerPoint, Access), and other internal systems.
• Ability to deal with client information in a confidential manner.

Education