Client Service Representative I

Pay range: $17.76 – $24.50/hour. Salary offers consider relevant skills, training, experience, education, certifications, market factors, and organizational factors.

Schedule

Monday to Friday, 8:00 AM to 5:00 PM

Benefits

• Day 1 Medical, supplemental health, dental & vision for full-time employees (30+ hours/week)
• Best-in-class well-being programs, including annual no-cost health assessment (Blueprint for Wellness®) and 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
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• Eligibility for annual performance bonus compensation

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; follow up with customers on issues that cannot be resolved immediately.
• Complete all required documentation associated with handling received requests while maintaining complete and accurate records.
• 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.
• 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 business needs or customer requirements.

Requirements

• High School Diploma or Equivalent (Required)
• One year of experience in a similar role (Required)
• Two years of relevant professional experience (Preferred)
• Basic knowledge of operating office equipment
• Fundamental understanding of medical and laboratory terminology
• Proficiency in Microsoft products (Outlook, Teams, Word, Excel, etc.)
• Experience with Salesforce and Five9
• Familiarity with wellness platforms: Wellness Engine, QLS, Powerterm, Perceptive Content, Kofax, QDR, SAPEX, Sam, Perdiem, Password Reset Tool, Summit App, Absorb
• Familiarity with toxicology platforms: QTN / CCI, ESP, QBS, CCF
• Familiarity with imaging and facilities tools: Imaging Smartworks, ExamOne Portal, Quest Select, EligibilityQLS, Facilities Database, Optimaxx

Skills

• Excellent interpersonal and communication skills (oral and written) to effectively interact with customers and co-workers
• Ability to multi-task and work in a fast-paced environment
• Strong organizational and problem-solving skills
• Good listening skills and ability to maintain professionalism in stressful situations
• Ability to handle client information confidentially
• Ability to work both individually and in a team environment

Physical and Mental Requirements

• Sitting for long periods of time
• Repeating motions that may include the wrists, hands, and/or fingers (e.g., typing)