Customer Service Representative - Remote

PRN Ambulance; Cotati (CA); Remote; USD 23,000 - 25,000; Full time

Job summary

PRN Ambulance, Inc. is seeking a Customer Service Representative for a remote role. You will answer and triage incoming calls, route to the correct resources, and document interactions in the CAD system. The position supports ambulance and medical dispatch operations.

The role requires a minimum of one year of multi-line telephone experience (or EMS experience), a high school diploma or GED, and the ability to type 40+ wpm. Strong communication and Microsoft Office skills are essential.

Qualifications

• High School Diploma, GED, or equivalent.
• Minimum of one year of previous multi-line telephone experience or EMS experience.
• Type a minimum of forty (40+) words per minute.
• 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 documenting information electronically.

Responsibilities

• Answer and triage undirected calls and direct to appropriate resources.
• Operate a multi-line phone system and CAD program.
• Document all phone and radio communications accurately.
• Prioritize requests and communicate effectively with callers.
• Develop familiarity with service areas and medical facilities.

Skills

Multi-line telephone experience

Clear written and verbal communication

Typing 40+ WPM

Microsoft Office proficiency

Education

High School Diploma or GED

Tools

CAD software

Job description

Customer Service Representative - Remote

Under the 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.

This is aremote position.

Schedule:The likely schedule will be Sunday through Tuesday and every other Wednesday, 8:00 am to 8:00 pm (3x12 or 4x12, rotating). This may change if an internal employee changes schedule prior to hire.

Compensation:

Customer Service Representative wages start at $16.90-$18.47/hr. This is a non-exempt position.

• 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
• 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 request 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 pass the final exam for a Customer Service Representative after four (4) weeks from the first scheduled shift
• Must be able to successfully obtain EMD certification within six (6) 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

Physical Requirements:

• Must be able to sit for an extended period of time
• Must be able to wear a telephone headset
• Must be able to hear and communicate clearly 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
• Requires frequent repetitive hand movements, standing, walking, reaching, and grasping

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.