Customer Support Specialist

Quest Diagnostics
Arlington, VA
Dec 03, 2021
Dec 05, 2021
Full Time
Customer Support Specialist - Arlington, VA - Monday-Friday (Rotational Saturday) Questions and Answers. In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You'll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve. At Quest, Client Service is something we take pride in - making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that's why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.Job Summary: The Customer Support Specialist will work in a team based environment servicing a book of business for the Sports Diagnostics Services organization. Dedicated resource that will support Blueprint for Athletes products: * Client account relationship and retention through support and service necessary to successfully manage and maintaining customer facing accounts. * Direct Website customer service coordination and support management. * Provides ongoing customer satisfaction by coordinating service levels through strategic interactions with RBU's, Commercial, and Ops functional areas to ensure consistent delivery of services and continuous quality improvement * Key responsibility for supply delivery of products/programs of Website ordering through result delivery for the Consumer line of business * Customer Support from account set-up through Report booklet or results for Pro Teams/ Strategic Partner direct line of business. Primary Responsibilities: * Responsible for supporting $1-2 million in annual book of Client and Consumer business and delivering best -in-class customer service solutions on behalf of Sports Diagnostics Services. * Listens to and makes best effort to meet specialized client / consumer needs. * Troubleshoots customer issues and directs internal and external resources for speedy resolution. * Identifies and escalates issues as appropriate if unable to resolve directly * Serves as a resource to other team members by building expertise in the delivery of all product and service lines. * Service as an Operational point person for strategic new accounts to insure these accounts have a flawless startup experience operationally with Quest Diagnostics RBU's including Laboratory Testing & Services, IT connectivity, Billing and Pricing, Patient Services (Phlebotomy), Logistics and/or Field Processing. * Successful Customer coordination including at home phlebotomy service, Coaching sessions, and report delivery of Web Service products are required. * Support the On-board process of new customers as needed, including set up and monitoring of accounts daily during the first 45 days. * Monitor accounts for Customer Retention monitoring all information, participating in "post mortem" summary for all events on a routine schedule. * Attend "At Risk" and Daily Ops Calls as needed to report resolution of any events for the key customers involved. * Review the timeliness of the functional group's response. Notify the functional group immediately if the turn- around time goal is exceeded. * Review the root cause description and appropriateness of the functional group's corrective action. Notify the functional group if resolution is unclear, inadequate, and inappropriate or if documentation is required. Work with group to develop effective action plan. Monitor implementation. * Visit or conduct conference calls with accounts and at-risk clients to ensure that resulting resolution and follow-up activity is satisfactory. Solicit and resolve other outstanding issues or concerns. * In partnership with members of the team, meet with key accounts and at-risk clients to review service metrics, satisfaction and address concerns. * Works with Manager or others within the business to analyze chronic service failures and develop corrective actions. * Coordinate the contact of clients who submitted a client satisfaction survey that expressed dissatisfaction with the problem resolution progress or as requested by the regional senior staff. * Ensure total compliance with all company policies and government regulations. Maintains required documentation. * Manage other projects/responsibilities as assigned by director. * Work with other members of the department to quantify and prioritize improvement opportunities * Actively participate in department projects and influence team members take positive actions and accountability for their assigned tasks. * Embrace change, overcome change resistance and participate in forward thinking team members. * Document project outcomes into a "playbook" and prepare project updates. Develop and deliver progress reports, requirements documentation and presentation * Perform other related duties as required by management * Spend 10-25% of the time in the field, servicing clients and working or setting up at on-site events as needed [occasional overnight travel]. Qualifications: Education Preferred: * Bachelor's Degree in a Life Science, Business, Customer Relations or related field, or equivalent combination of education and extensive relevant experience Work Experience: * Minimum 4 years of Customer Service experience including responsibility for investigating, analyzing and resolving problems * Direct customer contact skills * Must have a strong understanding of clinical laboratory operations Other: * Excellent interpersonal, customer service and oral communication skills, including the ability to communicate complex issues clearly and concisely. * Proven problem-solving and follow up skills, with the ability to develop appropriate resolutions to improve processes * Strong organizational and prioritization skills * Demonstrated ability to influence and create change * Demonstrated ability to work effectively in a team environment * Strong PC skills including experience with word processing, spreadsheet and database applications (MS Word, Power Point, Excel,) * Strong understanding of our Laboratory Products and Services to include:- Information Technology knowledge to include: Care 360 Experience; Interface exposure * Website and E-Commerce (Business to Consumer) knowledge a plus Key Competencies: * Action Oriented * Customer Focused * Functional / Technical Skills * Decision Quality * Interpersonal Savvy * Composure