Category Customer Service Location Clifton, New Jersey Job function Operations Job family Client Services Shift Day Employee type Regular Full-Time Work mode Hybrid

Customer Solutions Manager - Clifton, NJ - Monday - Friday 8:00AM-5:00PM

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 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.

Pay Range: $100,000 - $179,650 / year

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, supplemental health, dental & vision for FT employees who work 30+ hours Best-in-class well-being programsAnnual, no-cost health assessment program Blueprint for Wellness®healthyMINDS mental health programVacation and Health/Flex Time6 Holidays plus 1 "MyDay" offFinFit financial coaching and services401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of serviceEmployee stock purchase planLife and disability insurance, plus buy-up optionFlexible Spending AccountsAnnual incentive plansMatching gifts programEducation assistance through MyQuest for EducationCareer advancement opportunitiesand so much more!
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. Assumes accountability for written client communication. Including but not limited to drafting, editing, ensuring compliance review, distribution, and correspondence filing when necessary. Develop strategies for addressing chronic problems to facilitate permanent resolution. Ensures compliance with the established quality system and actively participates in monitoring corrective action and its effectiveness. 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.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. Ensure individual compliance with all company policies and government regulations.Participate on National Customer solutions best practice teams.Provides oversight for client visits. Oversees internal aspect of new client start-up process. Provides assistance with Regional Commercial post-Sales Academy training program.Develops and ensures delivery of client specific quality reports. Oversees the at-risk process to reduce account attrition (linking business unit with Sales and Corporate).

QUALIFICATIONS

Required Work Experience:

Five years of professional work experience focused on problem resolution and teamwork within a customer service environment. Three years of supervisory experience.

Preferred Work Experience: 

N/A

Physical and Mental Requirements: 

N/A

Knowledge:

Broad understanding of the laboratory business and its service requirementsStrong PC and QLS system skills including experience with word processing, spreadsheet and database applications (MS Word, Power Point, Excel, Access)QMS Certification preferred

Skills:

Excellent interpersonal, customer service and communication skills, including the ability to communicate complex issues clearly and concisely.Demonstrated effective, Strong writing and composition skills.Strong organizational and prioritization skills.Demonstrated Ability to work effectively in a team environment including developing and motivating team members to reach objectives. Proven problem-solving skills with the ability to develop appropriate resolutionsStrong, effective presentation skills in group setting.Demonstrated ability to influence and create changeAction OrientedCustomer FocusedFunctional / Technical SkillsDecision QualityInterpersonal SavvyComposure

EDUCATION
Bachelor’s Degree(Required)

LICENSECERTIFICATIONS
QMS Bronze Certification
QMS Silver Certification

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. 

2025-89867

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.