Service Solutions Representative

Service Solutions Representative - Marlborough, MA (Hybrid) - Monday to Friday, 8:30 AM to 5:00 PM

Pay range: $26.55 - $29.35 / 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!

Responsible for managing customer relationships of assigned accounts to ensure they receive high-quality service.Receive,resolve,andfollow upwith the most complex customer issues that cannot be resolved immediately.

• Acts as liaison between the field sales force and laboratory operations using client incident tracking - including physician, hospital, and managed care incident tracking and reporting.
• Monitor and engage with newkeyaccountsand/or at-risk accounts. New accounts are monitored for 45 days; key accounts are monitored fora pre-determinedtime period;at-risk accounts are monitored until they are flagged as saved by Sales.
• Provideeducation and guidance to new clients about Quest Diagnostics lab processes.
• Assistin reviewing and maintaining the problem resolution files and ensurecommunication to sales representatives and clients.
• Ensure internal problem resolution for clientsisaligned with representatives and maintain documentation in accordance with SOPs.
• Partner with Billing and IT to ensure timely and accurate resolution of client issues.
• Facilitate troubleshooting of issues by engaging appropriate personnel to resolve service failures. Determine the appropriate medium for communicating the same.
• Work with the Manager to develop efficient data collection andanalyzesystems that support a standard approach to service and improve the image of Quest Diagnostics. The data collection process should include feedback mechanisms that are part of continuous improvement initiatives.
• Provide direct support via telephone or client visits as needed.
• Partner with business unit leadership on customer outreach activities (vacant territories, strategic and at-risk clients,etc).
• Partnerwith field representatives to develop and implement client-based strategies.
• Contact clients who submitted a client satisfaction survey that expressed dissatisfaction with the business unit's problem resolution process, or as requested by the business unit's SLT.
• Provide feedback to Client Services Leadership.
• 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.

Required WorkExperience:

• Two (2) to five (5) years of technical or customer service experience.
• High school diploma or equivalent education is required.

Preferred Work Experience:

• N/A

Physical and Mental Requirements:

• N/A

Knowledge:

• Broad understanding of the laboratory business and its service requirements.
• Knowledge of the billing system is a plus.

Skills:

• Excellent interpersonal and communication skills (oral and written) are necessary to effectively interact with customers and co-workers.
• Ability to communicate complex issues clearly and concisely.
• Strong effective presentation skills in a group setting.
• Demonstrated ability to influence and create change.
• Strong organizational and prioritization skills.
• Proven problem-solving skills with the ability to develop appropriate resolutions.
• Basic project management skills. QMS Certification preferred.
• Ability to maintain professional and tactful manner in stressful situations.
• Strong PC skills, including word processing, spreadsheets and database applications (Word, Excel, PowerPoint, Access)
• Ability to deal with client information in a confidential manner.