Client Service Tech Group Lead - San Juan Capistrano, CA, Monday to Friday, 6:00 AM to 2:30 PM
Pay range: $29.17 - $34.09 / hour
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. Successful candidates may be eligible to receive annual performance bonus compensation.
Benefits information:
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. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:
- Day 1 Medical, supplemental health, dental & vision for FT 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
- and so much more!
Provide leadership to the department by being a functional resource and assisting supervisor with daily operations such as schedule coordination and providing input for performance reviews and disciplinary actions. Assist other representatives to resolve complex issues for customers and technical departments.
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.
Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.
- Provide leadership to the department by being a functional resource and assisting the supervisor with daily operations.
- Assist with direction and monitoring of workflow to meet deadlines, ensure departmental coverage and maintain the minimum Average Speed to Answer.
- Responsible for maximizing department quality and productivity by monitoring service levels and minimizing abandoned calls.
- Provide feedback and documentation to supervisor regarding employee performance.
- Perform the duties of client service representative as needed.
- Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously.
- Research and resolve more complex customer issues, including those referred by CSRs and Tech Reps
- Assist other representatives with unusual or complex problems.
- Follow up in a timely manner to resolve all issues and concerns that cannot be resolved immediately.
- Complete all required documentation associated with contacts and resolution. Maintain complete and accurate records.
- Report laboratory results to clients and patients using established protocols.
- Assists technical departments as required for problem resolution.
- Escalate issues as appropriate to keep supervisor informed of client concerns, problems, or deviations from established procedures.
- Provide suggestions for process improvements to maximize quality and efficiencies in the department
- Participates in special projects as assigned.
- 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.
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Required Work Experience:
- Five (5) years clinical laboratory or customer service experience.
- Previous medical/technical or clinical laboratory background.
Physical and Mental Requirements:
- Sitting for long periods of time.
- Repeating motions that may include the wrists, hands and/or fingers. (Typing)
Knowledge:
- Proper telephone etiquette to handle customer inquiries
- Basic knowledge of operating office equipment
- Broad knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation.
- Thorough knowledge of the laboratory’s operations.
- Comprehensive knowledge of medical and laboratory terminology.
- Understand the importance of Quality Service and how it is measured
Skills:
- Excellent leadership, interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers
- Proficiency in basic computer skills (Word, Excel)
- Ability to multi-task and work in a fast-paced environment
- Ability to work under pressure with a high degree of accuracy
- Strong organizational skills
- Ability to analyze and solve problems.
- Good listening skills
- Ability to maintain professional and tactful manner in stressful situations
- Exhibit comfortable interaction with technical staff and other departments
- Demonstrated ability to coach or train other reps
- Ability to deal with client information in a confidential manner
Education
- Bachelor’s Degree Life Science (Preferred)
- High School Diploma or Equivalent (Required)
Languages
Qualified applicants with arrest or conviction records will be considered for Employment in accordance with the following laws if applicable, the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.
Quest believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, information, assets, and products including sensitive information; accessing customer data or confidential information, and partnering and regularly working with or supervising other Quest employees and interacting with Quest customers.
