Customer Service Call Center

Call Receiver Under 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 customers

Maintain a calm and professional demeanor at all times

Answer, evaluate and prioritize incoming telephone calls while communicating effectively with all callers to obtain complete information to determine need Demonstrate ability to communicate clearly and professionally both verbally and in writing

Develop a high degree of familiarity with Company service areas and medical facilities

Maintain 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 transport

Demonstrate the ability to professionally and courteously 'control the call' in difficult interactions and effectively direct the flow of the conversation

Demonstrate the ability to take direction, work independently and as part of a group

Operate a computer terminal and demonstrate proficiency with the Microsoft Office Suite Operate multi-line computerized phone system

Simultaneously document all phone transactions using a computer aided dispatch (CAD) program

Minimum Qualifications:

Demonstrated background in successful customer service experience

High school diploma or equivalent

Ability to accurately take incoming requests while simultaneously documenting the information electronically

Must be able to sit for an extended period of time and wear a telephone headset

Ability to type a minimum of forty (40) words per minute

Preferred Qualifications:

Minimum of one year of multi-line telephone experience

Previous work experience as a Communications Technician or EMS dispatcher

Additional Requirements:

Must be able to successfully pass a background investigation and pre-employment medical examination, which includes drug and alcohol screening

Must be available to work all shifts, including but not limited to day/swing/night, weekends, holidays and mandatory overtime as needed and perform role efficiently and consistently during shifts

Able to rotate shift assignments as needed and/or required based on operational need

Physical Requirements:

Must be able to sit for an extended period of time Requires frequent repetitive hand movements, standing, walking, reaching and grasping

Must be able to hear and communicate clearly in English to perform job duties in person and over the telephone

Adequate vision required to be able to read information from printed sources and computer screens