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Thu Jun 7, 2018 - 14 weeks ago

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Rep Customer Solutions - Lenexa, KS - req9105

Rep Customer Solutions - Lenexa, KS - req9105



Schedule: 9:00AM - 5:30PM Monday - Friday





JOB SUMMARY:


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. This position acts as a direct liaison between insurance companies, brokers, third party administrators, paramedical companies, insurance applicants and inter-company departments. This position will 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 responding to both internal and external customers via phone, email and other electronic communication.


JOB RESPONSIBILITIES:

+ Handles all customer inquiries via phone, email and other electronic communication in a timely manner to effectively provide a high level of customer satisfaction.

+ Provides resolution on routine to moderate issues and is responsible for providing a professional response back to clients.

+ Adheres to department quality and responsiveness standards.

+ Has ongoing responsibility for maximizing department productivity standards by monitoring service levels.

+ Uses 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.

+ Recognizes quality service issues and provides feedback to management on opportunities for improvement.

+ Participates in client visits, conference calls and other customer-related communications as required.

+ Complete training on all service components within eight months of hire date and begin handling client calls on the CSG team ACD line.

+ Other duties as required to meet the customer's requirements.




JOB REQUIREMENTS:


Skills:

+ Accurate typing skills, 35 wpm minimum.

+ Demonstrated customer service skills.

+ Good problem-solving skills and independent decision-making abilities.

+ Work in a fast paced environment handling multiple tasks (including working with phone & PC simultaneously).

+ Strong communication and interpersonal skills. Able to speak with clients, staff, and management team via all modes of communication in a clear and professional manner.

+ Work independently with little supervision.




Abilities:

+ Work in a fast paced environment handling multiple tasks (including working with phone & PC simultaneously).

+ Strong communication and interpersonal skills. Able to speak the English language clearly, professionally and effectively communicate to clients, management and peer group.

+ Detail-oriented and accurate with names/numbers.

+ Excellent organization and follow-through skills.

+ Work independently with little supervision.

+ Demonstrate Integrity and a commitment to company values.

+ Willingness to accept additional responsibilities with a positive attitude and foster teamwork.

+ Exhibit comfortable interaction with sales, technical staff and other departments.




Knowledge:

+ Detail-oriented and accurate with names/numbers.

+ Good organization and follow-through skills.

+ Demonstrate Integrity and a commitment to company values.

+ Willingness to accept additional responsibilities with a positive attitude.

+ Exhibit professional interactions with sales, technical staff and other departments.

+ Knowledge of life insurance industry workflow processes and/or terminology.

+ Industry specific experience.

+ Demonstrated knowledge of Microsoft Office applications (Outlook, Word, Excel)




Education/Work Experience:

+ High School Diploma or equivalent with 3 - 5 years prior customer service and/or call center experience preferred.

+ Or college degree





All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity.


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