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 requirements to create optimal service delivery options for assigned “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

• Partner with 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 to ensure a 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 communication strategy, 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 and monitor strategic 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 the turnaround time 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 is satisfactory. 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 Work Experience:

• Minimum four (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
• Proven problem-solving skills 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%

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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.