Quest Diagnostics
Rep, Logistics Call Center req80906
At a glance
Location: US-FL-Tampa Map
Posted: 01/02/2022
Closing: 02/01/2022
Degree: Not Specified
Type: Full-Time
Experience: Not Specified
Quest Diagnostics
Job description

Rep, Logistics Call Center - Tampa, FL - Tuesday - Friday 10:30 AM-7:00 PM Saturday 10:00 AM-6:30 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


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


Rep, Logistics Call Center req80906