Customer Service Representative

Default Brand; Remote; USD 10,000 - 60,000; Full time

Job summary

A leading provider of emergency services is looking for a Customer Service Representative to assist with calls in a remote capacity. The ideal candidate will have a high school diploma and at least one year of experience in a multi-line environment. Key responsibilities include answering calls, effective triaging, and upholding customer service standards. Applicants with EMS experience are preferred. Flexible scheduling is required including nights and weekends.

Qualifications

• Minimum of one year of previous multi-line telephone experience or prior EMS experience.
• Ability to communicate clearly and professionally both verbally and in writing.
• Proficient computer skills including Microsoft Office, email, and spreadsheet software.

Responsibilities

• Answer and triage all undirected calls in the Communications Center.
• Evaluate and prioritize incoming requests for service.
• Comply with all company and customer policies and procedures.

Skills

Multi-line telephone operation

Customer service skills

Effective communication

Typing skills (40+ WPM)

Proficient use of Microsoft Office

Education

High School Diploma or equivalent

Tools

Computer-aided dispatch (CAD) program

Various software for communication

Job description

Customer Service Representative - EMS Experience - Remote

Job Category: ADMIN

Requisition Number: CUSTO001110

Locations

Showing 1 location

Under general supervision of the Communications Manager, Communications Supervisor, and/or Communication Center Lead, the Customer Service Representative (CSR) is responsible for answering and triaging all undirected calls coming into the Communications Center and directing them to the most appropriate resource.

Pay Rate: $16.50/hour

Hours: 12-hour shifts, 8 hours of regular time, 3.5 hours of overtime (8:00 am to 8:00 pm or 8:00 pm to 8:00 am)

Days: every other Wednesday, Thursdays, Fridays, and Saturdays, or Sundays, Mondays, Tuesdays, and every other Wednesday

• Able to operate a multi-line, computerized phone system as well as radio communication equipment
• Able to navigate multiple screens and software/computer programs while simultaneously documenting all phone and radio communication using a computer aided dispatch (CAD) program
• Promptly answer, evaluate, and prioritize incoming requests for service while communicating effectively with all callers
• Develop a high degree of familiarity with Company service areas and medical facilities
• Demonstrate exceptional customer service skills with both internal and external customers
• Comply with all Company and customer policies and procedures as they pertain to the coordination of patient referral and transport
• Demonstrate the ability to professionally manage difficult interactions and effectively direct the flow of conversation
• Attend all mandatory meetings and trainings
• Perform all other duties as assigned

Qualifications

• High School Diploma, GED, or equivalent
• Minimum of one (1) year of previous multi-line telephone experience or prior EMS experience
• Ability to type a minimum of forty (40) words per minute
• Demonstrate ability to communicate clearly and professionally both verbally and in writing
• Proficient computer skills including Microsoft Office, email, and spreadsheet software programs
• Ability to accurately take incoming requests while simultaneously documenting the information electronically

Preferred Qualifications:

• Previous work experience as an EMS Dispatcher or Communications Technician

Additional Requirements:

• Must be able to successfully complete training within four to six weeks of start date
• Must be able to successfully obtain EMD certification within six months of beginning employment
• 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 successfully pass pre-employment screening upon acceptance of an offer, which includes a background investigation and pre-employment drug and alcohol screening

Education

Experience

Licenses & Certifications

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.