Client Service Representative I - Bilingual (English, Spanish)

Temporary role until the end of the year, fully remote.

About the role

Answers and resolves telephone inquiries and requests initiated by customers or prospective customers in a prompt, accurate, and courteous manner.

Schedule

Training schedule: 3–4 weeks, Monday – Friday, 8:00 AM – 4:30 PM Central.

Shift schedule: After training, you will be assigned a work schedule with Monday–Friday start times of 9:00 AM or 10:30 AM Central and rotating weekends.

Work-from-home requirements: Home internet hard-wired to modem with minimum 100 Mbps download and 20 Mbps upload speed.

Start date: August 21st.

Pay

$17.20 per hour (English/Spanish bilingual). Salary offers are based on relevant skills, training, experience, education, certifications, market factors, and organizational factors. Successful candidates may be eligible for an annual performance bonus.

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 the 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.

This is not an exhaustive list of all duties and responsibilities.

Requirements

Work Experience

• Required: One year of experience in a similar role.
• Preferred: Two years of relevant professional experience.

Platforms & Tools

• Wellness Platforms: Wellness Engine, QLS, Powerterm, Perceptive Content, Kofax, QDR, SAPEX, Sam, Perdiem Password Reset Tool, Summit App, Absorb
• Toxicology Platforms: QTN / CCI, ESP, QBS, CCF
• Imaging: Smartworks
• Other: ExamOne Portal, Quest Select, EligibilityQLS, Facilities Database, Optimaxx

Physical & Mental Requirements

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

Knowledge & Skills

• Proper telephone etiquette to handle customer inquiries.
• Basic knowledge of operating office equipment.
• Basic understanding of fundamental medical and laboratory terminology.
• Understanding of the importance of Quality Service and how it is measured.
• Proficiency in Microsoft products (Outlook, Teams, Word, Excel, etc.).
• Experience with Salesforce and Five9.
• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
• Ability to multi-task and work in a fast-paced environment.
• Strong organizational skills.
• Ability to analyze and solve problems.
• Good listening skills.
• Ability to maintain a professional and tactful manner in stressful situations.
• Ability to deal with client information in a confidential manner.
• Ability to work in both an individual and team environment.