Customer Care Representative I

Tuesday to Saturday, 8:00 AM to 4:30 PM PST

About the role

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

Pay

Pay range: $17.20+ per hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Depending on full-time (30+ hours) or part-time status, benefits may include:

• Day 1 Medical, supplemental health, dental & vision for full-time employees
• 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
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities

Responsibilities

• Supports assigned client group(s) performing routine complexity health-related customer excellence activities.
• Handles routine Outbound and Inbound Full Service calls in a timely manner following set scripts and procedures, as applicable.
• Maintains complete customer/patient confidentiality for all health, personal, and other customer information.
• Provides professional, respectful, customer excellence with caring and empathy when delivering sensitive health information.
• Effectively responds to all customer inquiries received by various digital methods including telephone, fax, email, and chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures, and other duties needed to provide superior service.
• Supports all client group(s) based on business needs.

Requirements

• 1-year related customer service excellence experience.
• Good performance & productivity, good attendance, good conduct, good teamwork.

Preferred Qualifications

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

Skills

• Good digital skills: computer (Outlook & Excel), phone systems, chat, automation, and AI.
• Ability to embrace and thrive in an environment of continuous improvement and innovation.

About the team

Quest Diagnostics honors our service members and encourages veterans to apply. The team aligns with Quest’s culture and values:

• Customer First – We serve the needs of our patients and customers first and foremost.
• Care – We show each person they matter.
• Collaboration – We commit to teamwork – inside and outside of Quest.
• Continuous Improvement – We challenge ourselves to make each day better than the last.
• Curiosity – We ask vital questions in search of richer answers.