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Job Details

Quest Diagnostics

Rep, Logistics Call Center- REMOTE (req94493)




Full Time


Lenexa, Kansas, United States

Job Description

Rep, Logistics Call Center - Lenexa, KS - Monday-Thursday and Saturday (off Fri and Sun)

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


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


-Functional/Technical Skills

-Integrity and Trust

-Customer Service

-Drive for Results