Senior Service Solutions Representative

Overview

Senior Service Solutions Representative - Tampa, FL - Monday - Friday 8:00AM-5:00PM 

 

Responsible for managing the relationship with the commercial team, clients, and internal staff for assigned accounts to ensure they receive high-quality service. Focus on relationship management, problem resolution, and escalation of issues. 

 

Pay Range: $24.31+ per 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/Dental/Vision for FT employees who work 30+ hours • 15 PTO days first year• Paid Holidays• Annual Bonus Opportunity • 401(k) with matching contributions• Variable compensation plan (AIP) bonus• Employee Stock Purchase Plan (ESPP)• Employee Assistance Program (EAP)• Blueprint for Wellness• Tuition Reimbursement for undergraduate and graduate programs for FT employees who work 30+ hours • Opportunities for career advancement • Training provided!

Responsibilities

• Act as the point of contact for assigned accounts and the commercial team. 
• Receive, resolve and follow up with the most complex customer issues that cannot be resolved immediately. 
• Provide direct support for clients by phone, email, and fax. 
• Clearly communicate actions taken in solving issues and ensure the resolution meets the client's expectations; involve the subject matter expert (SME) when appropriate for complex issues. 
• Compile data when needed (TAT reports, TNP, TIQ, and problem tracking) 
• Assist with client monitor reports for new, upgraded and at-risk accounts in the territory. 
• Alert specialists and/or manager to potential trending client issues.  
• Provide education and guidance to clients about Quest processes, products, and services. 
• Assist in reviewing and maintaining the problem resolution files and ensure communication to commercial sales representatives and clients. 
• Partner with other internal departments to ensure timely and accurate resolution of client issues. Escalates repeat issues when necessary. 
• Work with the Manager to develop efficient data collection and analyze systems that support a standard approach to service and improving the image of Quest Diagnostics.  The data collection process should include feedback mechanisms that are part of continuous improvement initiatives. 
• Provide feedback to Client Services Leadership. 
• May provide training and guidance to Service Solutions Representative. 
• May assist supervisor with schedule coordination, workflow, and timely completion of problem trackers and cases. 
• 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. 

Qualifications

QUALIFICATIONS

Required Work Experience:  

• Minimum three (3) years technical or customer service experience and prior experience as SSR. 

Preferred Work Experience:  

• N/A 

Physical and Mental Requirements:  

• N/A 

Knowledge:  

• Broad understanding of the laboratory business and its service requirements. 
• Understanding of medical terminology. 
• Knowledge of billing system 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. 
• Ability to build effective relationships and appropriate rapport without alienating clients or colleagues. 
• Demonstrate an understanding of the urgent nature of our business and the need to proactively find and fix problems quickly and effectively. 
• Ability to work in a team environment. 
• Strong organizational and prioritization skills. 
• Proven problem-solving skills with the ability to evaluate facts and data to draw reasonable conclusions and develop appropriate resolutions. 
• Basic