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Customer Solutions Mgr - West Hills, CA req18503 in West Hills, CA at Quest Diagnostics

Date Posted: 2/7/2019

Job Snapshot

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Job Description


8am to 5pm

Questions and Answers.  In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.

Basic Purpose: The Customer Solutions Manager is responsible
for partnering with Commercial to support Regional growth strategies and
managing resources to support growth, drive operational excellence initiatives,
and create and implement strategies to improve the Customer Experience.  This role supports the Integrated Field
Service model by coordinating regional field support with Customer Solutions
resources to improve customer outcomes and drive customer loyalty. This individual
oversees standard and complex on-boarding of accounts, Problem Resolution
functions, Customer retention activities and acts as Customer Advocate for
process improvement in all aspects of operations.


Duties and Responsibilities:

1. Partners with the Commercial
Sales team, Client Services, Billing, IT and all laboratory operations to
establish relationships and problem solving processes that are seamless to the
external customer.

2. Assumes accountability for
written client communication. Including but not limited to: drafting, editing,
ensuring compliance review, distribution, and correspondence filing when

3. Develop strategies for
addressing chronic problems to facilitate permanent resolution.

4. Ensures compliance with
the established quality system and actively participates in monitoring
corrective action and its effectiveness.

5. Oversees analysis of
account problems and expedites their resolution; establishes practices to
support Commercial representatives with managing their account activity,
problem resolution, and prospective monitoring of key accounts.

6. Develops, coaches and
mentors the Service Solution function(s) and provides general supervision to
ensure all tasks are completed accurately and on a timely basis.  

7. Ensure individual
compliance with all company policies and government regulations.

8. Participate on National
Customer solutions best practice teams.

9. Provides oversight for
client visits.

10. Oversees internal aspect
of new client start-up process.

11. Provides
assistance with Regional Commercial post-Sales Academy training program.

12. Develops and ensures
delivery of client specific quality reports.

13. Oversees the at-risk
process to reduce account attrition (linking business unit with Sales and