Customer Service Call Center
On-siteStaten Island, New York, United States
Job Summary
Answer and triage all undirected calls into the Communication Center, directing them to the most appropriate resource while maintaining a calm, professional demeanor. Evaluate and prioritize incoming telephone calls to obtain complete information, then document all phone transactions using a computer-aided dispatch program. Control difficult interactions and effectively direct the flow of conversation with both internal and external customers. Operate a multi-line computerized phone system and Microsoft Office Suite while demonstrating familiarity with company service areas and medical facilities. Work independently and as part of a group under the supervision of the Director of Communications.
Required 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
- 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
- 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
Desired Qualifications
- Minimum of one year of multi-line telephone experience
- Previous work experience as a Communications Technician or EMS dispatcher
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