Customer Service Call Center

Call ReceiverUnder general supervision of the Director of Communications the Call Receiver is responsible for answering and triaging all undirected calls coming into the Communication Center and directing them to the most appropriate resource. This person is the "face of the company" and must provide each caller with the highest level of customer service possible. Essential Duties & Responsibilities:Demonstrate exceptional customer service skills with both internal and external customersMaintain a calm and professional demeanor at all timesAnswer, evaluate and prioritize incoming telephone calls while communicating effectively with all callers to obtain complete information to determine needDemonstrate ability to communicate clearly and professionally both verbally and in writingDevelop a high degree of familiarity with Company service areas and medical facilitiesMaintain a high degree of familiarity and demonstrate compliance with all established Company and customer policies and procedures as they apply to coordination of patient referral and transportDemonstrate the ability to professionally and courteously 'control the call' in difficult interactions and effectively direct the flow of the conversationDemonstrate the ability to take direction, work independently and as part of a groupOperate a computer terminal and demonstrate proficiency with the Microsoft Office SuiteOperate multi-line computerized phone systemSimultaneously document all phone transactions using a computer aided dispatch (CAD) programMinimum Qualifications:Demonstrated background in successful customer service experienceHigh school diploma or equivalentAbility to accurately take incoming requests while simultaneously documenting the information electronicallyMust be able to sit for an extended period of time and wear a telephone headsetAbility to type a minimum of forty (40) words per minute Preferred Qualifications:Minimum of one year of multi-line telephone experiencePrevious work experience as a Communications Technician or EMS dispatcherAdditional Requirements:Must be available to work all shifts, including but not limited to dayswingnight, weekends, holidays and mandatory overtime as needed and perform role efficiently and consistently during shiftsAble to rotate shift assignments as needed andor required based on operational needPhysical Requirements:Must be able to sit for an extended period of timeRequires frequent repetitive hand movements, standing, walking, reaching and graspingMust be able to hear and communicate clearly in English to perform job duties in person and over the telephoneAdequate vision required to be able to read information from printed sources and computer screens

Created: 2025-03-01