Tampa, Florida
More: Trust Discover a team building relationships that matter.
At a glance
Every day, our team of compassionate and collaborative people use their talents and experience to move the healthcare industry forward. By joining us in a Customer and Client Services role, you’ll have a vital part to play in creating positive change by strengthening and growing our internal and external customer relationships. In turn, we can offer you the chance to grow professionally through our learning and development opportunities, tuition reimbursem*nt, and so much more.
“So the best part of my job working at Quest Diagnostics would have to be knowing that I’m contributing to someone’s well-being.”
- Carlos Castro, Customer Care Representative
Success profile
What makes a successful candidate? See if you have what it takes.
- Collaborative
- Compassionate
- Curious
- Proactive
- Problem solver
- Relationship expertise
See how your career can grow
At Quest, we invest in our people by offering ongoing training and development courses that cater to the wide variety of jobs at our organization. You can move easily across our company and take on more challenges based on your strengths and interests. All employees can work in many different departments and we like to promote from within. Here is just one example of a career path you can take.
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Client Service Representative Client Service Representative
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Sr. Client Service Representative Sr. Client Service Representative
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Client Service Group Lead or Trainer Client Service Group Lead or Trainer
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Client Service Supervisor Client Service Supervisor
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Additional Advancement Opportunities Additional Advancement Opportunities
Job Details
Category Customer Service Location Tampa, Florida Job function Operations Job family Client Services
Shift Day Employee type Regular Full-Time Work mode On-site
Client Service Representative II - Tampa, FL - Monday - Friday 8:00AM-4:30PM
Answers and resolvestelephone inquiries/requests initiated by customers or prospective customers in a prompt, accurate and courteous manner.
- Use proper telephone etiquette and all available resources torespond to incoming customer inquiries,requestsand complaints competently and courteously.
- 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 CSR I and Assistants.
- Complete all required documentation associated with the handling of calls and maintain complete and accurate records.
- Report priority and critical results to clients following established procedures for reporting and documentation. Follow all policieswith regard tofollow-up and shift change hand-off of information.
- ReportTNPsto clients by phone and process when contact is complete.
- Report laboratory results to clients and patients using established protocols.
- Follow through in a timely manner toresolveall issues and concerns.
- Provide education and guidance to clients aboutlab processes.
- Escalate issues as appropriate to keep supervisor informed ofclient concerns,problemsor 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 thedepartment
- 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.
QUALIFICATIONS
Required WorkExperience:
Two(2)to three(3)yearscustomer service and/or related health care experience required.
Preferred Work Experience:
Previousclinical laboratory and/or customer service in a call center environment preferred.
Physical and Mental Requirements:
- Sitting for long periods of time.
- Repeating motions that may include the wrists, hands and/or fingers. (Typing)
Knowledge:
- Proper telephone etiquette to handle customerinquiries
- Basic knowledge of operating office equipment
- Basic understanding of fundamental medical and laboratory terminology
- Understand the importance of Quality Service and how it ismeasured
- Excellent interpersonal and communication skills(oral and written)necessary to effectively interact with customers andco-workers
- Proficiency in basic computer skills (Word, Excel, Outlook)
- Abilityto multi-taskand work in afast-pacedenvironment
- Strong organizational skills
- Ability to analyze and solve problems.
- Good listening skills
- Ability to maintain professional and tactful manner in stressfulsituations
- Ability to deal with client information in a confidentialmanner
EDUCATION
High School Diploma or Equivalent(Required)
LICENSECERTIFICATIONS
Quest Diagnostics honors our service members and encourages veterans to apply.
While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies.Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.
2024-62725
Culture
We’ve built a welcoming, inclusive workplace where people are inspired to learn, develop, and progress in their careers. There’s stability, so you can explore many career paths in one field. There’s flexibility, helping you to build a fulfilling life and rewarding career. There’s training and development to align your work with your business success. No wonder there’s more to discover at Quest.
Learn more
Benefits
We’re committed to helping our people live a healthier lifestyle. One way we do this is by offering a comprehensive total rewards package, so you can take care of yourself and the ones you love. Find out how our benefits provide you with everything you need to thrive—now and in the future.
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Medical, supplemental health, dental, and vision
From medical, dental, and vision coverage plans designed to meet your needs, to supplemental health plans for an additional layer of financial protection, you can rest assured that your health is high on our agenda.
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Annual incentive plans
All eligible employees are invited to participate in our success in our annual incentive bonus plan payout.
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Virtual work options
Quest Virtual Model allows eligible Quest employees to work either a hybrid schedule (two to three days from home per workweek), a near-site schedule (primarily from home with occasional work in a Quest office), or fully remote. Decisions are made on a case-by-case basis with the employee’s manager and HR Business Partner.
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Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.
