Rep, Logistics Call Center req79820
Rep, Logistics Call Center - Tampa, FL - Monday - Friday 7:30 AM - 4:00 PM
Job Summary:
Logistics Call Center Representative’s primary responsibilities include handling inbound calls with Logistics clients and ground Logistics. Responsibilities include receiving client pick-up request calls, directing clients to appropriate functional resource, communicating with field Logistics operations, and responding to customer inquiries/complaints. Utilizes automated Logistics System to assign routine pick-ups to appropriate internal or external resources to ensure timely delivery to lab. Provides accurate data and information to support Dispatcher I and Dispatcher II functions.
Duties and Responsibilities:
· Handle a high volume of inbound telephone calls, meet productivity goals (such as call targets, Aux Time Allowance) and work in a fast-paced environment
· Ability to learn Dispatch Application and accurately enter pick up requests
· Strong attention to detail and adherence to process and procedure.
· Provides outstanding customer service and actively Listens to client concerns, conducts preliminary research, and forwards client to appropriate party or escalates issue to a Group Lead or Supervisor.
· Ability to determine if pick-up can be performed as requested by the client based upon multiple factors
· Well organized, utilizes on-line job aides, maps etc. and can locate information readily
· Prioritizes, handle multiple functions, and provide service to multiple regions throughout shift
· Attends huddles, stays current on email and video communication
· May assign pickup and delivery destinations to courier
· Professionally interacts with external/internal clients, co-workers, and Leadership across all functions.
· Ability to accept performance feedback with a focus on performance improvement and serving patients and clients with Quality and Accountability
· Excellent verbal and written communication skills
· Ability to demonstrate computer skills, keyboarding, good working knowledge of Microsoft Windows and Office products (Word, Excel, Outlook)
· Ability to maintain confidentiality concerning information and data received
· Must be flexible and available based on staffing requirements; weekends, holidays, on-call and overtime
· May include other tasks as assigned
Qualifications:
Education Preferred:
· High School Diploma or GED required
· Associates degree preferred
Work Experience:
· 1+ years Customer Service or Logistics experience required
· Call center experience preferred
· General knowledge of logistics operations preferred
Competencies:
-Functional/Technical Skills
-Integrity and Trust
-Customer Service
-Drive for Results
-Composure
Quest Diagnostics has many career opportunities for individuals whose talent, initiative and dedication will complement our belief that the patients come first and that values do matter. We work to earn our customers’ trust every day by providing the highest quality diagnostic information services in a professional, accessible and informative way.
We have a large recognized brand; we offer flexibility and autonomy, great support, pay and benefits and a comprehensive training and onboarding program.
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 / Citizenship