Rep, Logistics Call Center - Lenexa, KS *$1500 SIGN ON

Quest Diagnostics Lenexa, KS

About the Job

Rep, Logistics Call Center - Lenexa, KS - 2nd shift with 1 weekend day


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