[Remote] Client Service Representative I - Bilingual (English, Spanish)
Note: The job is a remote job and is open to candidates in USA. Quest Diagnostics is a leading provider of diagnostic information services, and they are seeking a Client Service Representative I who is bilingual in English and Spanish. The role involves answering and resolving customer inquiries and complaints in a courteous manner, ensuring accurate documentation and compliance with company policies.
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 and follow up with customers on issues that cannot be resolved immediately
- Complete all required documentation associated with the handling of received requests while maintaining complete and accurate records
- As needed, 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 the business needs or customer requirements
- This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position
Skills
- One year experience in a similar role
- Proper telephone etiquette to handle customer inquiries
- Basic knowledge of operating office equipment
- Basic understanding of fundamental medical and laboratory terminology
- Understand the importance of Quality Service and how it is measured
- Microsoft products (Outlook, Teams, Word, Excel etc.)
- Salesforce
- Five9
- Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers
- Proficiency in basic computer skills (Word, Excel, Outlook)
- 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 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
- 2 years of relevant professional experience
- Wellness Platforms: Wellness Engine, QLS, Powerterm, Perceptive Content, Kofax, QDRS, APEX, Sam Perdiem Password Reset Tool, Summit App, Absorb
- Toxicology Platforms: QTN / CCI, ESP, QBS, CCF Imaging, Smartworks, ExamOne Portal
- Quest Select: Eligibility, QLS, Facilities Database
- Optimaxx
Benefits
- Successful candidates may be eligible to receive annual performance bonus compensation.
Company Overview
- Quest Diagnostics is a clinical laboratory that offers diagnostic testing, services, and information. It was founded in 1967, and is headquartered in Secaucus, New Jersey, USA, with a workforce of 10001+ employees. Its website is https://www.questdiagnostics.com/.
Company H1B Sponsorship
- Quest Diagnostics has a track record of offering H1B sponsorships, with 7 in 2026, 59 in 2025, 38 in 2024, 74 in 2023, 56 in 2022, 49 in 2021, 45 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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