Customer Care Tech Representative I

San Juan Capistrano, California

Category Customer ServiceLocation San Juan Capistrano, CaliforniaJob function OperationsJob family Client Services

Shift DayEmployee type Regular Full-TimeWork mode Remote

Customer Care Tech Representative I – San Juan Capistrano, CA – Tuesday – Saturday 8:00AM-5:00PM

Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a routine complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc. Strategic problem solver who focuses on customer collaboration and business knowledge to ensure best possible outcomes. Exhibited a high level of professionalism and performance in a CSR I or CSR II role, or comparable experience with similar success.

Pay Range: $21.92 – $32.89 / hour

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical/Dental/Vision for FT employees who work 30+ hours 
• 15 PTO days first year
• Paid Holidays
• Annual Bonus Opportunity  
• 401(k) with matching contributions
• Variable compensation plan (AIP) bonus
• Employee Stock Purchase Plan (ESPP)
• Employee Assistance Program (EAP)
• Blueprint for Wellness
• Tuition Reimbursement for undergraduate and graduate programs for FT employees who work 30+ hours 
• Opportunities for career advancement  
• Training provided!

• Supports assigned client group(s) performing advanced complexity health related customer excellence activities.
• Typically makes advanced complexity, inbound, health related customer calls following set scripts, procedures.
• Maintains complete customer/patient confidentiality for all health, personal and other customer information. 
• Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information. 
• Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.
• Problem resolution and advise peers on complex, procedural questions; Apply strong working knowledge of lab procedures.
• Problem resolution and advise peers on complex, procedural questions; Apply strong working knowledge of lab procedures.
• Technical documentation, coaching, training and support to frontline reps. Resolve and follow-up complex technical issues and evaluate recommend process improvement/get to root cause.

QUALIFICATIONS

Required Work Experience:  

• 2 to 3 years related customer service excellence experience. 

Preferred Work Experience:  

• Health care and laboratory related experience. 
• Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.

Physical and Mental Requirements:  

• Consistent exceptional customer service, accuracy and quality focus required.

Knowledge and Competencies:  

Align to Quest Culture & How We Work: 

• CUSTOMER FIRST – We serve the needs of our patients and customers first and foremost. 
• CARE – We show each person they matter. 
• COLLABORATION – We commit teamwork – inside and outside of Quest. 
• CONTINUOUS IMPROVEMENT – We challenge ourselves to make each day better than the last. 
• CURIOUSITY – We ask vital questions in search of richer answers. 
• FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork.
• Typically, cross trained in 2 or more moderately complexity areas with demonstrated skills in each.
• SME for critical functions in assigned key customer segment.

Skills:  

• Technical: Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.
• Continuous Improvement: Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.

EDUCATION
High School Diploma or Equivalent(Required)
Some College Courses

LICENSECERTIFICATIONS

Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume. 

2025-82134

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets