Quest Diagnostics · 1 hour ago
Client Service Representative - Tech I
Lewisville, TX
Full-time
Onsite
Mid Level
3+ years expQuest Diagnostics is a leading provider of diagnostic information services. They are seeking a Client Service Representative - Tech I to receive, prioritize, and resolve problems for customers and technical departments, while handling inquiries and ensuring accurate documentation.
BiotechnologyHealth CareHealth DiagnosticsInformation ServicesPrecision Medicine
Responsibilities
Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests ,and complaints competently and courteously
Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately
Follow through in a timely manner to resolve all issues and concerns
Complete all required documentation associated with contacts and resolution. Maintain complete and accurate records
Report laboratory results to clients and patients using established protocols
Research and resolve more complex customer issues, including those referred by CSR I, II and Assistants
Receive report for missing specimens and resolve the issues with proper documentation and communication with affected customers according to established policies. This includes missing specimens that have been accessioned, those not reported by customers and not accessioned and specimens identified on the interface pending lists
Assists technical departments as required for problem resolution
Provide education and guidance to clients about lab processes and the appropriate handling and shipping of samples
Perform appends, deletes, edits and demographic changes to ensure appropriate handling, testing and reporting of test results
Process confirmation and corrected reports as required
Process return specimens to clients as needed
Escalate issues as appropriate to keep supervisor informed of client concerns, problems, or deviations from established procedures
May provide coaching and/or training to less experienced staff
Provide suggestions for process improvements to maximize quality and efficiencies in the department
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
Qualification
Required
Three (3) to five (5) years clinical laboratory or customer service experience
Proper telephone etiquette to handle customer inquiries
Basic knowledge of operating office equipment
Broad knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation
Good understanding of fundamental medical and laboratory terminology
Understand the importance of Quality Service and how it is measured
Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers
Proficiency in basic computer skills (Word, Excel)
Ability to multi-task and work in a fast-paced environment
Ability to work under pressure with a high degree of accuracy
Strong organizational skills
Ability to analyze and solve problems
Good listening skills
Ability to maintain professional and tactful manner in stressful situations
Exhibit comfortable interaction with technical staff and other departments
Demonstrated ability to coach or train other reps
Ability to deal with client information in a confidential manner
Preferred
Previous clinical laboratory and/or customer service in a call center environment preferred
Benefits
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!
Company
Quest Diagnostics
Quest Diagnostics is a clinical laboratory that offers diagnostic testing, services, and information.
10001+ employees
H1B Sponsorship
Quest Diagnostics has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (59)
2024 (38)
2023 (74)
2022 (56)
2021 (49)
2020 (45)
Funding
Current Stage
Public CompanyTotal Funding
$2.6B2024-08-15Post Ipo Debt· $1.85B
2023-10-30Post Ipo Debt· $750M
1996-12-17IPO
Leadership Team
James Davis
Chief Executive Officer and President
Cecilia McKenney
SVP & Chief Human Resources Officer
Recent News
2025-12-19
2025-12-09
2025-12-03
Company data provided by crunchbase