Customer Care Representative II

Customer Care Representative II - Monday to Friday with rotational weekends, 6:00AM to 2:30PM Eastern 

Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc. 

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Start date: November 30th

Training Location: Remote

Training Schedule: Monday - Friday, 9:00AM - 6:00PM Eastern

Work Schedule: Remote, Monday to Friday with rotational weekends, 6:00AM to 2:30PM Eastern 

Benefits information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness®
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a routine complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc. 

Responsibilities

• Supports assigned client group(s) performing moderate complexity health related customer excellence activities. 
• Typically makes moderately complexity, inbound and outbound, health related customer calls following set scripts, procedures.
• Maintains complete customer/patient confidentiality for all health, personal and other customer information.
• Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information. 
• Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.

Qualifications

Required Work Experience:  

• 1 to 2 years related customer service excellence experience; typically, with minimum 1 year as CSR1 level.

Preferred Work Experience:  

• Health care and laboratory related experience.
• Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.

Physical and Mental Requirements:  

• Consistent exceptional customer service, accuracy and quality focus required.

Knowledge and Competencies: 

Align to Quest Culture & How We Work: 

• CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost. 
• CARE - We show each person they matter. 
• COLLABORATION - We commit teamwork - inside and outside of Quest. 
• CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last. 
• CURIOUSITY - We ask vital questions in search of richer answers. 
• FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork.
• Typically, cross trained in 2 or more moderately complex areas with demonstrated skills in each. 

Skills:  

• Technical: Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.
• Continuous Improvement: Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.

Education

• High School Diploma or Equivalent (Required)
• Some College Courses College level clinical laboratory education preferred. (Preferred)