Customer Service Call Center

Rcambulance; New York (NY); On-site; USD 42,000 - 56,000; Full time

Job summary

Rcambulance in New York is seeking a Call Receiver who provides the first point of contact in the Communications Center, answering undirected calls and triaging to the most appropriate resource while delivering the highest level of customer service.

The role requires strong listening and written/verbal communication, ability to document calls in a CAD program, and willingness to work varied shifts with a background in EMS dispatch preferred.

Qualifications

• Demonstrated background in successful customer service experience.
• High school diploma or equivalent.
• Ability to accurately take incoming requests while documenting information electronically.
• Must be able to sit for extended periods and wear a headset.
• Ability to type a minimum of 40 words per minute.

Responsibilities

• Answer, evaluate and prioritize incoming telephone calls while communicating effectively to obtain complete information.
• Demonstrate the ability to communicate clearly and professionally both verbally and in writing.
• Develop familiarity with Company service areas and medical facilities.
• Comply with all company and customer policies and procedures for coordination of patient referral and transport.
• Operate a CAD program and document all phone transactions.

Skills

Customer service

Verbal communication

Written communication

Typing speed 40 wpm

Teamwork

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

CAD program

Multi-line telephone system

Job description

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