Customer Care Representative II
Monday to Friday, 9:30 AM to 6:00 PM in Clifton, NJ.
Pay
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.
$19.41 - $24.27 / hour. 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. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental.
- Day 1 Medical, supplemental health, dental & vision for full-time 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
- Annual incentive plans
- Matching gifts program
- Education assistance through MyQuest for Education
- Career advancement opportunities
About the role
Demonstrates skill and passion to deliver an exceptional and consistent customer experience of moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, and AI-related inquiries.
Responsibilities
- Supports assigned client group(s) performing moderate complexity health-related customer excellence activities.
- Typically makes moderately complex, inbound and outbound, health-related customer calls following set scripts and 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 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.
Requirements
- High School Diploma or Equivalent (Required)
- Some college-level clinical laboratory education preferred
- 1 to 2 years of related customer service excellence experience; typically, with a minimum of 1 year as a CSR1 level
- Good performance & productivity, good attendance, good conduct, good teamwork
- Typically, cross-trained in 2 or more moderately complex areas with demonstrated skills in each
Preferred Qualifications
- Health care and laboratory-related experience
- Experience delivering customer service excellence and achieving productivity/accuracy/quality standards
Skills
- Technical: Good digital skills including computer (Outlook & Excel), phone systems, chat, automation, and AI
- Continuous Improvement: Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital
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 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.
Physical and Mental Requirements
Consistent exceptional customer service, accuracy, and quality focus are required.