Customer Solutions Specialist
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At a glance
Job overview
Quest Diagnostics is hiring a Customer Solutions Specialist. The Customer Solutions Specialist collaborates with Commercial Sales to optimize client satisfaction. This role acts as the operational point person for new strategic accounts, ensuring a smooth startup experience. The specialist proactively evaluates customer needs to create optimal service delivery options for at-risk customers facing serious concerns or challenges.
Key focus areas include Partner with Commercial Sales to understand customer value proposition and needs for seamless transition., Evaluate information and create a start-up plan including a key communication strategy., and Lead regular calls during client setup and launch process with key leaders..
Successful candidates bring Four Years Customer Service Experience, Must Live In Kentucky Ohio Or West Virginia, and High School Diploma/Ged. Important skills include Interpersonal Skills, Communication Skills, Communication, Presentation Skills, Multi-Tasking, and Organizational Skills. Preferred (not required): Laboratory Business Understanding and Billing Systems Knowledge.
Skills & qualifications
Skills
Qualifications
Benefits
Full job description
Experience Required
4 years
Minimum Education Required
High School Diploma/G.E.D.
Compensation
$57,475.00 - $57,475.00 / yearly
Hours Per Week
40
Number Of Positions
1
Work Schedule and Shift Requirements
First (Day)
Job Description
Job Description
Customer Solutions Specialist - Louisville, KY (Kentucky, Ohio, and/or West Virginia), Monday to Friday, 8:00 AM to 5:00 PM
Work collaboratively with Commercial Sales to coordinate activities that maximize client satisfaction.
Act as the operational point person for assigned strategic new accounts to ensure they have a flawless startup experience.
Proactively evaluate customer needs and requirementstocreate optimal service delivery options forassigned "at-risk" customers who have serious concerns or challenges in doing business.
Pay range: $57,475+ per year
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!
Responsibilities:
Customer Onboarding
Partnerwith Commercial Sales as soon as the target customer has been identified.Learn from all parties involved what the value proposition is that has been presented to that customer as well as their key needs toensurea seamless transition. Understand all aspects of the Customer from the Sales Director, Commercial Sales Representative, Connectivity, Billing and Patient Service perspective.
Evaluate all information received and create a start-up plan based on what is learned. Plan will include a key communicationstrategy, including leading regular calls during the client set up and launch process with other key leaders to ensure operational readiness.
Develop a strong working relationship with all functional leaders and stakeholders involved through regularly scheduled meetings.
Schedule and conduct initial training sessions for key customers. Conduct follow-up or retraining sessions, if necessary.
Set up andmonitorstrategic accounts through the monitoring process. Review outcome of monitoring daily during the first 45 days.
Customer Retention
Evaluate all information received and create a "risk-repair" plan based on what is learned.
Coordinate activities to maximize client satisfaction through a close-loop problem resolution process.
Attend "At Risk" conference and Daily Ops Call as needed to report resolution of any events for the key customers involved.
Review Client Problem Tracking module or other client problem reporting mechanism for at-risk accounts and coordinate action(s) between functional groups to resolve At-Risk issues in a timely manner.
Review the timeliness of the functional group's response. Notify the functional group immediately if theturnaroundtime goal is exceeded.
Monitor client service failures.Review the root cause description and appropriateness of the functional group's corrective action. Notify the functional group if the resolution is unclear, inadequate, and inappropriate or if documentation is required. Work with the group to develop an effective action plan. Monitor implementation.
Visit or conduct conference calls with client accounts and at-risk clients to ensure that the resulting resolution and follow-up activity issatisfactory. Solicit and resolve other outstanding issues or concerns.
Spend 10-25% of the time in the field, visiting clients and working with the Commercial Sales team [occasional overnight travel].
In partnership with Commercial Sales, establish routine client visitation or conference call schedule to meet with key accounts and at-risk clients to review service metrics, satisfaction with local services, and address concerns.
Work with Director or Problem Resolution Specialist 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.
Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position
Qualifications:
Required WorkExperience:
Minimumfour (4)years of successful customer service experience, including responsibility for investigating,analyzing, and resolving customer concerns.
Must live in the general area of Kentucky, Ohio, and/or West Virginia.
Knowledge:
Broad understanding of the laboratory business and its service requirements.
Knowledge of billing systems a plus.
Skills:
Excellent interpersonal and communication skills (oral and written) 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.
Ability to multi-task and work in a fast-paced environment
Strong organizational and prioritization skills
Provenproblem-solvingskills with the ability to develop appropriate resolutions.
Ability to maintain a professional and tactful manner in stressful situations.
Proficiency in basic computer skills (Word, Excel)
Ability to deal with client information in a confidential manner.
Education
High school diploma or equivalent education is required.
Associates Degree Life Science, Business, Customer Relations or a related field (Preferred)
Bachelor's Degree Life Science, Business, Customer Relations or a related field (Preferred)
Work Requirements
Travel Required upto 25%
64282
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.
or any other legally protected status.
Equal Opportunity Employer: R Ace/Color/S Ex/S Exual Orientation/Gender Identity/R Eligion/National Origin/Disability/Vets
Job Type
Full time
Benefits Offered
Not specified
Veteran Preference
No
Place of Work
On-site
Requisition ID
64282
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