Logistics Call Center Representative I

About the role

Logistics Call Center Representative I based in Tampa, FL. Handles inbound calls from logistics clients, processes pick‑up requests, directs clients to appropriate resources, communicates with field logistics operations, and responds to inquiries/complaints using the automated Logistics System.

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.

Responsibilities

• Handle a high volume of inbound telephone calls, meet productivity goals (call targets, Aux Time Allowance) and work in a fast‑paced environment
• Learn Dispatch Application and accurately enter pick‑up requests
• Strong attention to detail and adherence to process and procedure
• Provide outstanding customer service, listen to client concerns, conduct preliminary research, and forward client to appropriate party or escalate to a Group Lead or Supervisor
• Determine if pick‑up can be performed as requested based on multiple factors
• Well organized; use online job aides, maps, etc. to locate information readily
• Prioritize, handle multiple functions, and provide service to multiple regions throughout shift
• Attend huddles, stay current on email and video communication
• May assign pickup and delivery destinations to courier
• Professionally interact with external/internal clients, co‑workers, and Leadership across all functions
• Accept performance feedback with focus on improvement and serving patients/clients with Quality and Accountability
• Excellent verbal and written communication skills
• Demonstrate computer skills, keyboarding, good working knowledge of Microsoft Windows and Office products (Word, Excel, Outlook)
• Maintain confidentiality concerning information and data received
• Be flexible and available based on staffing requirements; weekends, holidays, on‑call and overtime
• May include other tasks as assigned

Qualifications

• Required Work Experience: 1+ years of Customer Service or Logistics experience
• Preferred Work Experience: Call center experience
• Knowledge: General knowledge of logistics operations
• Education: High School Diploma or Equivalent (Required); Associate's Degree (Preferred)