Customer Solutions Representative

Customer Solutions Representative

The primary purpose of this position is to provide client support in the risk assessment division for the ExamOne portfolio of services including, but not limited to : lab, paramed, inspection, teleunderwriting, MVR, APS, imaging, etc.

Responsibilities :

• Handle all customer inquiries via phone, email and other electronic communication in a timely manner to effectively provide a high level of customer satisfaction.
• Utilize a variety of proprietary programs to review, research and resolve issues with insurance applicant orders ranging from routine to moderate and is responsible for providing a professional response back to clients.
• Act as a direct liaison between insurance companies, brokers, third party administrators, paramedical companies, insurance applicants and inter-company departments.
• Ongoing responsibility for maximizing department productivity standards by monitoring service levels.
• Use established protocols for reporting client issues or concerns and maintains appropriate documentation of events for management review in all systems accessed.
• Responsible for producing department / client specific reports and monitoring the status of applicant cases.
• Adhere to department quality and responsiveness standards.
• Recognize quality service issues and provide feedback to management on opportunities for improvement.
• Participate in client visits, conference calls and other customer-related communications as required.
• Other duties as assigned.

Qualifications :

Required Work Experience :

Previous customer service and / or call center experience preferred.

Preferred Work Experience :

3 5 years previous customer service and / or call center experience preferred.

Physical and Mental Requirements :

Knowledge :

Skills :

About the Team :

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.