[Remote] Client Service Representative I - Bilingual (English, Spanish)

Note: The job is a remote job and is open to candidates in USA. Quest Diagnostics is a leading provider of diagnostic information services, and they are seeking a Client Service Representative I who is bilingual in English and Spanish. The role involves answering and resolving customer inquiries and complaints in a courteous manner, ensuring accurate documentation and compliance with company policies.

Responsibilities

• Use professional spoken and written etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously
• Perform research and troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately
• Complete all required documentation associated with the handling of received requests while maintaining complete and accurate records
• As needed, report priority and critical matters to clients and relevant internal parties following established procedures for reporting and documentation
• Follow all policies regarding follow-up and shift change notification
• Follow up with relevant parties as needed, based on the issue being addressed
• Follow through in a timely manner to resolve all issues and concerns
• Provide complete and accurate information, education and guidance to clients about business processes
• Escalate issues as appropriate to keep immediate supervisor informed of client concerns, problems or deviations from established procedures
• Provide suggestions for process improvements to maximize quality and efficiencies in the department
• Comply with company policies and governmental regulations
• 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

Skills

• One year experience in a similar role
• Proper telephone etiquette to handle customer inquiries
• Basic knowledge of operating office equipment
• Basic understanding of fundamental medical and laboratory terminology
• Understand the importance of Quality Service and how it is measured
• Microsoft products (Outlook, Teams, Word, Excel etc.)
• Salesforce
• Five9
• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers
• Proficiency in basic computer skills (Word, Excel, Outlook)
• Ability to multi-task and work in a fast-paced environment
• Strong organizational skills
• Ability to analyze and solve problems
• Good listening skills
• Ability to maintain professional and tactful manner in stressful situations
• Ability to deal with client information in a confidential manner
• Ability to work in both an individual and team environment
• 2 years of relevant professional experience
• Wellness Platforms: Wellness Engine, QLS, Powerterm, Perceptive Content, Kofax, QDRS, APEX, Sam Perdiem Password Reset Tool, Summit App, Absorb
• Toxicology Platforms: QTN / CCI, ESP, QBS, CCF Imaging, Smartworks, ExamOne Portal
• Quest Select: Eligibility, QLS, Facilities Database
• Optimaxx

Benefits

• Successful candidates may be eligible to receive annual performance bonus compensation.

Company Overview

• Quest Diagnostics is a clinical laboratory that offers diagnostic testing, services, and information. It was founded in 1967, and is headquartered in Secaucus, New Jersey, USA, with a workforce of 10001+ employees. Its website is https://www.questdiagnostics.com/.

Company H1B Sponsorship

• Quest Diagnostics has a track record of offering H1B sponsorships, with 7 in 2026, 59 in 2025, 38 in 2024, 74 in 2023, 56 in 2022, 49 in 2021, 45 in 2020. Please note that this does not guarantee sponsorship for this specific role.